CRM ABAP Introduction

8/10/2019 CRM ABAP Introduction

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10/27/2014© 2005 Intelligroup, Inc. Confidential and proprietary

CRM ABAP

By Jaffer Vali Shaik:

14/04/2008, I Labs



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CRM Introduction.

mySAP Customer Relationship Management

Managing your business Relationships with your

customers.

It Supports Areas : Marketing, Sales, Service

Customer interaction channels: Interaction Center,

Internent, mobile clients.

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CRM Development scope

the Scope depends on the Business we are going to support

-- Pricing/IPC-- E-Commerce/Internet Sales-- Call Center Management/Interaction Center-- Marketing-- Service

-- Sales Plus many more...-- Data Exchange …



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Master data management

Data about basic objects used in business transactions and stored in the system on a

long-term basis.

This area enables you to store, augment, and consolidate master data, while ensuring consistent

distribution to all applications and systems within your IT landscape. By ensuring cross-system

data consistency, master data management reduces data maintenance costs, accelerates your

business processes, and greatly improves your decision-making processes



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Master Data

• Organizational Management in SAP CRM Enterprise

• Business Partners• Products

• Individual Objects

• Partner/Product Ranges

• Listings

• Product Catalog

• Condition Technique

• Installed Base Management

• Warranty Management

• Counters

• Solution Database

• Territory

• Account Origination

• Contract Object



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Organizational Management in SAP CRM Enterprise

Organizational Management in CRM offers you aflexible tool for displaying your company’s

task-related, functional organizational

structure as a current organizational model.

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Org Management Tasks eg.

Business Transaction ,Partner Processing,

Payment Card Processing

Tax Processing.



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Org Mangegement :

The object types are :

– Organizational Unit.:Functional Units of a company, Depending on how task

distributions is organized.

EG : Sales organization, Sales office, Sales group,Service organization

– Position :Positions are concrete items in a company, to be

assigned to holders

Eg: people responsible from purchasing, salesmanagers

– Holder :A natural Person or CRM user who is Assigned to

Position in org Model



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Business Partners Business Partner Category

Business partners can be organizations (firms, branch offices), persons, or groups of persons ororganizations in which your company has a business interest.

The business partner category denotes whether a business partner is a natural person (privateindividual), organization (legal person/entity or part of a legal entity, such as a department),or a group. – The standard business partner categories are:

– Natural person (private individual)

– Organization (for example: company, department in a company, club, association)

– Group (for example: married couple, shared living arrangement)

Business Partner Roles : – Sold-To Party

– Ship-to party

– Company Example.

Business Partner Relationship – A business partner relationship represents the business connection between two business

partner

– A distinction is made between one-way

(unidirectional) – eg : The enterprise Miller & Co (BP 1) has the

employee Mr. Smith (BP 2);

– and two-way (bi-directional) relationshipcategories.

– Eg : Mr. and Mrs. Meyer are married. – Note : Every Business partner by default get the role of BP.

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Products

Products are goods which are the object of acompany's business activities. Products canbe tangible, such as a PC, or intangible, suchas services like PC maintenance.

Product Types:

– Material

– Service

– Warranty

– Financing

– Financial Service

– Ingtellectual Property

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Sales :

Lead :Leads facilitate your company’s chance to make

business.

Hot , Cold and warm leads.

link between marketing and sales

Lead Processing has something Called Survey Tool.Oppurtunity :

The Oppor tun i ty describes the sales prospects, their

requested products and services, the sales prospect’s

budget, the potential sales volume and an estimated

sales probability. This information becomes concrete

in the course of the sales cycle, and can be displayed

and evaluated in the system.



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Sales Continued ..

Activity management :An activity is a document used to record

information or plan actions at any time during

the customer relationship life cycle.

Activity : data about an interaction with abusiness partner on a certain date

Task : A task is a type of activity that contains

information about anything one or more

employees need to do by a certain date.



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Install base management

Installed Base Management in mySAP CRMenables the representation of objects installed

at your customer’s (for example, devices,

machines, software and so on) for which a

service is offered.



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Solution Database.

The Solution Database is a repository ofinformation which is stored as problems and

solutions, and is indexed for immediate

retrieval

Problem :Solution :



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Basic Functions.

CRM Partner Processing

– Partner processing controls how the system works withbusiness partners in transactionsBusiness Partner Cockpit

– The business partner cockpit is an ideal tool for salesmanagers and representatives for keeping an overview of theirbusiness partners, such as customers, prospects orcompetitors.

Date Management (CRM-BF-DAT)Pricing

Commodity Pricing

Free Goods

Product Configuration

Output Determination

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Actions in CRM Enterprise

CRM Content Management

Text Management

Survey Tool

One-to-One E-Mail



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Basic Functiuons Continued..

Payment Card Processing

Cash on Delivery

Entitlement Management

Multilevel Categorization

Web Event Capture and Web Analysis Guide SAP Business Workflow

Workflow Modeler

Enhancements with the Easy Enhancement Workbench in CRMAttribute Enhancement

Text Replacement Tool

Data Archiving

Campaign Determination

Determination of External Reference Numbers Software Agent Framework (SAF)



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Software Components,

Application Hierarchy and Application component



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Technologies

• ABAP Objects

• Business Object Repository

• Bapis

• Badis

• Enahancement Spot

• Work flows

•

Transaction variants• Smart forms and Adobe forms



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ABAP Objects

• Reusability

• Inheritance

• Polymorphism



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Business Object Repository

Why business objects?

In order to achieve the opennessBusiness Object Repository (BOR)swo1.

business object is a problem-domain entity that you model in the SAP system, suchsales oreder, Business Partenr, Problem etc.

AttributesA business object is primarily represented by its attributes. You perform actions, such as create,update, or delete on the attributes by calling the methods of the object.

The types of Attirbutes

– Database Fields

– virtual attributes.

Methods

– As mentioned earlier, the methods of an object represent the actions you take with objectsattributes.

Bapi’s

Funtion Modules

Obsolete Function modules

– retained for backward compatibility, and should not be used in new developments

–



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Bapis

BAPI (Business Application Programming Interface)

is a set of interfaces to object-oriented programming methods that enable a programmer to

integrate third-party software into the proprietary R/3 product from SAP. For specific business

tasks such as uploading transactional data, BAPIs are implemented and stored in the R/3 system

as remote function call (RFC) modules.



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Badis

ABAP Runtime Environment (BC-ABA)

A location in a program defined by the developer where software recipient layerssuch as industries, partners and customers can insert additional code withoutmodifying the original object.Business Add-Ins enable you to distinguish between enhancements that can have nomore than one implementation and those that can be actively used by any numberof customers at the same time. You can also define Business Add-Ins that depend ona filter value.You can create Business Add-Ins at every level of a multi-level systeminfrastructure.You edit Business Add-Ins in the BAdI Builder.

We can Create Badi’s we needed

We Can Simply Implement the Existing BADI’s

Locating a Badi.

A list of the Business Add-Ins present in your system can be found either in theIMG or in the component hierarchy.

Implementations are discrete transport objects and lie within the namespace of theperson or organization implementing them.



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class cl_exithandler definition load. "declaration

data exit type ref to if_ex_businessaddin. "interface reference

data word(15) type c value 'Business Add-in'. "string you want to

change

start-of-selection.

call method cl_exithandler=>get_instance "factory method call

changing instance = exit.

write:/'Please click here'.

at line-selection.

write:/ 'Original word: ',word.

call method exit->methode "add-in call

changing parameter = word.

write:/ 'Changed word: ',word.

Code Example



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Filter Dependant BADI’s

Multiple Use Business Add-Ins

Menu Enhancements

Screen Enhancements

Transaction codes :Se18 : Define BAD’s

And se19 : Implementation of Define BAD’s



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Enhancement Framework:The new enhancement concept of the ABAP

Workbench (Enhancement Framework)enables the integration of different conceptsfor modifying and enhancing developmentobjects. The enhancement concept issupported by the Enhancement Builder tool

and ABAP language elements.Aim : unify all possible ways of modifying or

enhancing SAP products.

(ore precisely, Repository objects of the SAP

NetWeaver Application Server ABAP),The corresponding tool is the EnhancementBuilder , which is integrated in the ABAPWorkbench.

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Enhacement : inserting user developments at

points predefined by SAP. ( Customer Exits,

Business Add-Ins )

Modificatin : changes to delivered development

objectsABAP Source Code

Functional Module

Global Classes and Interfaces

Busuness Add-Ins



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Work flows

SAP Business Workflow is a solution which has been integrated fully in the R/3 System and

which enables customer-specific business process flows to be coordinated and controlled on across-application and cross-work center basis. AP Business Workflow is a solution which has

been integrated fully in the R/3 System and which enables customer-specific business process

flows to be coordinated and controlled on a cross-application and cross-work center basis.



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Work Flow



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Technology

Each single step task is made up of a method and an object(Business Object )

Method = Verb = What you do to the object

Object = Noun = What you are affecting



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Transaction variants

You can insert default values for fields

Hiding and changing the ready for input status of fieldsHiding and changing the attributes of table control columns

Hiding individual menu functions

Hiding entire screens

Tcode to Maintain Transaction Variants : SHD0



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Filter Dependant BADI’s Business Add-Ins may be implemented depending on a specific filter value

Enter a filter type when defining your enhancement (a country or industry sector, for example).

All methods created in the enhancement's interface have filter value 'FLT_VAL' as their importparameter. The application program provides the filter value to the enhancement method. The

method then selects the active implementation for that value



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Code Example

class cl_exithandler definition load.data flt type usa_land.

data exit type ref to if_ex_businessaddin.data word(15) type c value 'Business Add-in'.

start-of-selection.perform formatlist.call method cl_exithandler=>get_instance

changing instance = exit.write:/'Please click here'.

at line-selection.new-page.write:/ 'Original word: ',word.

call method exit->methodexporting

flt_val = flt.Changing

parameter = word

write:/ 'Changed word: ',word.



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Smart forms and Adobe forms

SAP Smartforms can be used for creating and maintaining forms for mass printing in

SAP Systems. The output medium for Smartforms support printer, fax, e-mail, orthe Internet (by using the generated XML output).

'SSF_FUNCTION_MODULE_NAME'

wE design a form using the graphical Form Painter

The form logic is represented by a hierarchy structure (tree structure)

For Web publishing, the system provides a generated XML output of the processed

form.

Reusing Font and paragraph formats in forms (Smart Styles)

Interactive Web forms with input fields, pushbuttons, radio buttons, etc. (Basis-Release

6.10)



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Create two objects online..

Create two objects online..

To explain the Business Objects Used and the Technoliges.



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Creating business partner and it’s contact person

Report : “ZBP_CP_CREATE”



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Creating a problem and related solution

Report : “Z_PROBLEM_SOLUTION_CREATE_TMP”



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Action

A planned activity (follow-up action) or task that is designed

for reacting to a situation.The action is created in the transaction document or

depending on a rule (action profile) for the transaction.Actions can be determined both at the header level of thetransaction for the whole transaction and also for individualitems

Eg: A month before a contract expires, the responsible salesemployee receives an activity with the category 'telephone'in his inbox to remind him to ring the customer and find out

whether they wish to renew their contract.

Statuses : – scheduled – Started

– Moniterd



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Processing Actions in Documents

• Planning Actions

• Starting Actions

• Monitoring Actions



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Actions: Processing Actions in

Documents



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Processing time of Action

Processing times

1. Immediate Processing:the action is started as soon as the start condition is

fulfilled.

2. Processing When Saving:the action is started directly after the update

3. Processing Selection

Report(RSPPFPROCESS ) Tcode :SPPFP



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Action Profile

Tranaction Code :crmc_action_def



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Action Definition



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Procssing Types

External Communication

Method Call

Smartforms Fax

Smartforms Mail

Smartforms Print

Trigger Alert

workflow



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Processing Type

Types:



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Form Name:

Processing Class: ( the super class is

CL_SF_PROCESSING_PPF)

Processing Method:

Archive Mode



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Action Printing



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Print Preview



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Conditions for Actions



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Processing Details



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Spool



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Form



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Schdule Condition:The schedule condition decides whether an action should be scheduled for processing. An action is therefore only generated if the schedule

condition is met.



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Start Condition:The start condition is checked before the action is executed. The action is only executed if the start

condition is satisfied.



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Alerts ( Alert Management ALM )

Alert Management (ALM) comes into play, when

business-critical problems occur.

Transaction Code to view them: ALRTINBOX

The alerts are polled from the UWL of the Enterprise

Portal, application-specific display programs, or the

alert inbox. These display programs can bepersonalized due to the user’s needs. In addition, the

users can receive alerts as e-mail, SMS, and fax, if

these external methods of communication are

configured in SAPconnect. End users can personalize

their alert notifications, for example, create notificationvariants or determine a substitute.

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Assign Logs to Transctions

cl_log_ppf=>add_message

Blog by Azaz:

https://www.sdn.sap.com/irj/sdn/weblogs?blo

g=/pub/wlg/8291

http://igin0117/exchweb/bin/redir.asp?URL=https://www.sdn.sap.com/irj/sdn/weblogs?blog=/pub/wlg/8291






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Important transactions and Tables

COMM_PRODUCT : Products

CRMD_ORDERADM_H (for header) CRMD_ORDERADM_I (Item data)CRMD_ORDERADM_H Business Transactions CRM

CRMD_ACTIVITY_H Activity

CRMD_OPPORT_H Opportunity

BUTOO : Customer details

BUT001 BP: General data II

BUT100 BP: Roles

BUT150 BP relationship: Attribute table (testdifferent

ISOL: Solution table

ISMP : Problem Table



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Important Transactions and Tables

COMC_PRODUCT General Product Settings

SMOFOBJECT Definition of Objects for DownloadSMOFOBJPAR Parent Objects of an Object in Table

SMOFPARSFA Middleware Parameter

SMOFQFIND Queue Finder Table for MW-Queue finder

SMOFTABLES Definition of Tables for Download

BUT000 : BP: General data

Contains Business Partner Number, Partner Category, Partner Type, First Name, Last Name

etc.

BUT020 BP: Addresses

BUT050 BP relationships/role definitions: General data

Contains Relationship, Partner Number (PARTNER1), Relationship Category

BUT051 BP Relationship: Contact Person Relationship

Similar to BUT050 , additionally contains Contact Person’s Address data



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Important Transactions and Tables

BUT0BK Business Partner: Bank Data & Details

BP Number, Bank Key, Bank Country Key, Bank Account NumberBNKA Bank Master Data

BUT100 BP: Roles

ADR2 Telephone Numbers (Business Address Services)

ADR6 SMTP Numbers (Business Address Services)

Contains Email – Id of the BP.

ADRC Addresses (Business Address Services)

BP’s Complete Address Details- City, Country, Post Code, District, Street, Title No Etc

TSAD3T Table containing the Title text against a Title No.



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Function Modules

BUPA_CREATE_FROM_DATA

BAPI_BUPA_STATUS_ADDBAPI_IDENTIFICATION_ADD

BAPI_BUPA_ROLE_ADD

BAPI_BUPA_ADDRESS_ADD

BAPI_BUPA_BANKDETAIL_ADD

BAPI_BUPR_RELATIONSHIP_CREATE

BAPI_TRANSACTION_COMMIT.



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R/3 and CRM

CRMR/3PRODUT idmaterial40 characters longMaterial no (18 charactersr long)



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Crm Related links



Thank You

CRM ABAP Introduction

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