SAP CRM 2007Detailed View

SAP CRM 2007

Web Service Tool

Disclaimer

This Presentation is a preliminary version and not subject to your licenseagreement or any other agreement with SAP. This document contains

only intended strategies, developments, and functionalities of theSAP® product and is not intended to be binding upon SAP to any

particular course of business, product strategy, and/or development.Please note that this document is subject to change and may be

changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document.

© SAP 2007 / Page 3

1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up

What we will cover

COMPREHENSIVESIMPLE FLEXIBLE

SAP Delivers CRM Without Compromise

Delivering on SAP’s Enterprise SOA RoadmapSAP CRM 2007 provides enterprise services

Delivering on SAP CRM’s promise to deliver flexible CRM solutionSAP CRM 2007 provides Web Service Tool enhancements

Delivering on SAP’s Enterprise SOA and SAPCRM’s Roadmap: SAP CRM 2007

Web Service Tool for SAP CRM

SpecialCRM Market

Needs

Model-Driven Workbench

Quick Service Definition andProvision

Flexible Service Management

Service Cuts as You Need Them

Flexibility

Speed

Innovation

Web Service Tool: Technical Overview

Wizard-based service object definitionwith Web Service Tool based onCRM’s BOL

Function module creation for eachservice operation

Web service creation with SAPNetWeaver’s service environment SAP CRM 2007

GENIL layer

Business object layer

SAP NetWeaver 2004s

Design layerDesign tool

Transformation layer

Function module generation

Web service generation

Web Service Tool: General Overview

Coding-free servicemodelingCustomer BOLobjects canbe leveragedReuse of givenservice definitionsMain objects willbe enabled

User-friendlydefinition processOnly four steps todefine a serviceTechnical complexityis hiddenAllows rapid servicedeploymentUsage of compoundservices

Service objects aretransformed intofunction modulesWeb services arebuilt on topSAP NetWeaver WebService infrastructureis leveraged

Based on CRMBusiness Object Layer

(BOL)Model-driven service

definitionEmbedded into SAP

NetWeaver

ServiceTool

ServiceTool

Tool Characteristics

Web Service Tool: Basic Characteristics

Supported Methods Service Characteristics

Basic queriesRead operationsCreate operationsChange operations

Stateless servicesSynchronousservicesLimited to one givenBOL objectServices follow theWorld Wide WebConsortium (W3C)standards(e.g., XML and SOAP)

Wizard-basedBased on CRM’s BOLSecurity settingsDefault valuesAccess to WebService DefinitionLanguage(WSDL) fileTest environment

Feedback from Accenture

First xApp built with CRMWeb Services Tool by AccentureConsulting

Fully service-based

Uses Adobe Forms

Flexible adjustable

Short time-to-market

SAP and Partners

“ “The Web Services Tool improvesand advances the creation of Webservices significantly.It accelerates the development ofCRM projects because it:

Requires less knowledgeIs easy to use and understandIs transparent

The Web Services Tool workslogically and intuitively through theprocess of creating Web servicesbased on the CRM Business ObjectLayer.”

Arno Huhn, Accenture

© SAP 2007 / Page 10

1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up

What we will cover

Individual Service Definition has NeverBeen Easier

Select the objects that are the basis for the Web service

Select all needed attributes for the Web service

Maintain the selected attributes and assign default values

Generate the modeled Web service

Web service and WSDL can be tested and then be readyfor consumption

Model-driven definition of Web services without any extra coding

Web Service Creation in SAP CRM

Create WebServices in foursimple steps

Create WebServices foralmost anytransaction inSAP CRMex: Quotation,Order, Lead,Opportunity,ServiceRequest etc..

Creation doesnot require anycoding

Start Screen: Object Overview List

From each screen you can switch to Expert Mode to view technical informationof the objectsBasic information about the current screen, your options,and the proposed steps is displayed on each screen

Search for a service objectUse filter criteriaGo to object detailsCreate, copy, or delete an

objectFilter error information after

you have transported anobject*

* New with CRM2007

Wizard Screen 1: Select Objects

The wizard offers easy navigation with the Next and Previous buttons or with a direct click on the wizardsteps (numbers)

Specify a name and select theneeded usage type for the object

Choose needed service operationsSelect the business and main

object (root object) for the serviceSelect the required query objects)

for the serviceSelect a component set to create

services that contain more thanone business object *

* New with CRM2007

Wizard Screen 2: Select Attributes

Experienced users can display technical BOL names for further information

Choose the respective relationon the left side of the split screen

Select the needed attributes onthe right side

You can select one, all, orseveral attributes per relation

After finalizing a relation, clickConfirm Selection; then choosethe next relation

Choose expert mode to gethelpfull information on the requiredfields for your serviece *

* New with CRM2007

Wizard Screen 3: Maintain Attributes

Maintain your service object to adapt it to your specific needs

* New with CRM2007

Replace the attribute name with areference name for the WSDL

Maintain or exclude the attributesof the query objects

Predefine default values forattributes as proposals for theservice consumer or as pre-defined values that can not bechanged by the consumer any-more

Export the structure of your ser viceobject to MS Excel for furtherdocumentation *

Wizard Screen 4: Final Object Settings

Start the service test environment and expose the WSDL file

Security settings can be assignedto the service object

For service objects, only theservice-specific settings have tobe given

Perform a consistency check forthe defined objects

Activate a service object to createthe respective Web serviceinterface

Set an object to “Productive” toindicate that it is in active use andto freeze its definition

Information about the availabilityin the respective clients isdisplayed *

* New with CRM2007

Wizard Screen 4: Testing and WSDL Exposure

Launch the SAP NetWeaver test environment and expose the WSDL fileTest your service right after creationExtract the WSDL file for direct consumption

Enhancements: Web Services Tool - CRM2007

Compound ServicesWith CRM2007 it is possible to build services (read and change) thatcontain more than one business object. Thus, you can now get thebusiness partner address details within a service call against a salesorder.

Display of mandatory fieldsWith CRM2007 the web service tool displays all mandatory fields for theservice objects in the wizards screen two

Excel exportWith CRM2007 you can export the structure of your service object into anExcel sheet, including your personal settings regarding default values andreference fields

Attributes for better usabilityWith CRM2007 the web service tool provides further technical details forthe user, such as the client information where the service is released

Status and Lifecycle Management of aService Object

Draft

Activated

Productive

Not productive

Service object states

Service objects can have fourdifferent states. Depending on

the status of the object, youcan edit or change object.

To test or consume a service,you must activate it.

Further changes to the objectare permitted as long as it

has not been set to productive.

Service objects can have fourdifferent states. Depending on

the status of the object, youcan edit or change object.

To test or consume a service,you must activate it.

Further changes to the objectare permitted as long as it

has not been set to productive.

Status: DraftInitial and edit statusAll kinds of changes are permittedObjects are saved and can be enhanced later on

Status: ActiveWeb service created and available for testing andWSDL exportObject changes are permitted by setting the statusback to draft (edit mode)Web services and WSDL are overwrittenautomatically during next activation

Status: ProductiveStatus indicates active use of service interfaceObject cannot be changed, but it can be copied

Status: Not productiveStatus indicates that service is not usedObject can be set back to productive, deleted, copied

© SAP 2007 / Page 21

1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up

What we will cover

Consumption of Web Services

Customers and partners can easily build composite applications ontop of predefined CRM enterprise services or their individualgenerated Web services

The services can be consumed from any system that follows the service-orientationapproach and allows the consumption of Web services such as Microsoft Word or AdobeInteractive FormsAs an example, the following slidesillustrate the basic steps that areneeded to create an interactive formthat consumes CRM services

… based on your individualWeb services

Build your composites …

Examples for Service Consumption

Adobe Interactive Forms

Microsoft Excel & Word

User Interfaces

Mobile Devices

Widgets

Integration Scenarios

....

SAP CRM ConsumingService InterfacesWord Integration

(Standard Integration)

Use Case for Leveraging Services

MS-Word Integration based on SAP CRMServices – Design Time

Design, saveand re-useyour templateat the click ofa button

Drag dropobjectattributes intostatic text fordynamiccompilation ofdocuments

Connectivity isdone based onCRM services

MS-Word Integration based on SAP CRMServices – Run Time

Launch thetemplatecompiled withthe objectattributes atthe click of abutton

Enjoy theautomatic re-sizing of thetabular data

Edit thesystemcompileddocument tofit your needs

Save thechanged copyas anattachment

SAP CRMAdobe Integration

(Example)

Use Case for Leveraging Services

Adobe Forms Leveraging Services

Export CRM data toAdobe FormsEnable offline scenariosReplace manual stepsby leveraging services

Adobe Forms

Processes

People and roles

Example: Service Request Processing withExternal Service Provider*

CRM CRM

Problemcall

interactioncenter

Createservicerequest

Scheduleon-site visit

Informservice

providerView task

Confirmon-sitework

Send info Confirmation Invoice

Today’s business problemAfter assigning external service providers toservice requests, thedata transfer process must betriggered manuallyService request data cannot betransferred appropriatelyConfirmation data must be written on paperand then entered manually intothe CRM systemComplete process is time consuming anderror-prone

Solution: Adobe leveragingservicesReplaces inefficient and error-proneprocessEnables very short time-to-valueEnables easy adjustmentsExchanges all relevant information inelectronic form to speed up the processand avoid errors

Interactioncenter agent

Customer Service resourceplanner

External serviceprovider

Service manager(optional)

Billing clerk(optional)

Offline

* Remark: Presented Adobe is not part of regular CRM shipments

Adobe Interactive Form: Service Requestswith External Service Provider

* Remark: Presented Adobe is not part of regular CRM shipments

Adobe Lifecycle Designer

Example: Consuming CRM Web Services withAdobe Form Designer

Step 1: Testing the Web Service

CRM services can be easily tested with the wsadmin transactionor directly from the Web Service Tool

* Enterprise services are also maintained in ESR and Enterprise SOA exploration workplace (SDN)

Step 1: Testing the Web Service (cont.)

* Enterprise services are also maintained in ESR and Enterprise SOA exploration workplace (SDN)

CRM services can be easily tested with the wsadmin transactionor directly from the Web Service Tool

Step 1: Testing the Web Service (cont.)

* Enterprise services are also maintained in ESR and Enterprise SOA exploration workplace (SDN)

CRM services can be easily tested with the wsadmin transactionor directly from the Web Service Tool

Step 2: Generating the WSDL File

The WSDL of a service can be easily generated and stored

Step 3: Consuming the Web ServiceExample: Form Designer

The WSDL can be easily imported into the Adobe Interactive Forms Designer

Step 3: Consuming the Web ServiceExample: Form Designer (cont.)

The service request and response messages are displayed in the data viewof the designerNow the form can be built by dragging and dropping the attribute fields

Step 3: Consuming the Web ServiceExample: Form Designer (cont.)

After building thebasic structure of theform, graphicalelements can beadded and fieldattributes can be set

Result: Adobe Form Consuming CRM Services

After rendering theXML document, thePDF is ready foruse

Adobe Form Consuming CRM Services

© SAP 2007 / Page 41

1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up

What we will cover

7 Key Points to Take Home

Build your individual service in a few minutes

Change or copy given services “on the fly”

Define services exactly as you need them

Use comfortable wizard for service definition

Manage default values for service attributes

Reach ROI much faster for your Service-Oriented Architecture (SOA)projects

Leverage SAP NetWeaver’s Web service infrastructure

Interested ?

For further details on the Web Services Tool, please have a look at the CRMEXpertMarch Edition for a general overview on functions and featuresAugust/ September Edition to get technical background information

© SAP 2007 / Page 44

Further information - SOA

SAP Developer Network on Enterprise SOA:www.sdn.sap.com/irj/sdn/developerareas/esa

SAP Developer Network on Web Serviceswww.sdn.sap.com/irj/sdn/developerareas/esa/webservices

SAP Developer Network on Enterprise ServicesCommunitywww.sdn.sap.com/irj/sdn/developerareas/esa/esc

World Wide Web Consortium on Serviceswww.w3.org

© SAP 2007 / Page 45

Further information – SAP CRM

SAP CRM - Roll-Out Maphttps://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm

SAP CRM – Demo Portalhttp://crmportal.wdf.sap.corp:1080

SAP CRM – WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portalhttp://help.sap.com/crm

SAP Public Webhttp://www.sap.com/crm

© SAP 2007 / Page 46

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