Sap Crm Fundamentals Webui 321

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SAP CRMFundamentals

SAP CRM Web UI

SAP CRM Fundamentals: Refer notes

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SAP CRM WebUI

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Web UI Architecture

Interaction center WebUI



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SAP CRM WebUI

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Web UI Architecture




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UI components

Generic interaction Layer and Business Object

Layer.

Contents :


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Purpose Explain the technical concepts and Architecture used by the CRM web client UI

,Such as Business Server Pages (BSP

s) and the underlying Business objectlayer.

Describe the different layers of the web client UI software architecture.

Use One Web-based, easy-to-use, and easy-to-configure

UI for all SAP CRM Online users. Easy to configure web client with minimal amount

of coding.

Appealing web application stylevisual design consistent across on-demand

and on-premise.

ChallengesNew UI Architecture & Concepts.

Understanding MVC Architecture, Modification and

building new MVC BSP page and integration of new

flow logic BSP Screens.

Generic Interaction Layer (GeIL) and Business Layer

(BOL).


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Architecture

UI components - Role of UI components in the

Framework


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CRM Web Client UI Architecture Layers.



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

and changed dynamically thought web client session.

Views of CRM Web Client


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

editable field and Press F2.

Identify Component and view


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A UI Component is the bundle of views

,view sets etc. that logically belong to

each other.

Component Workbench

A UI Components can be edited in the

component workbench.

T-Code :BSP_WD_CMPWB


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11The model of the CRM web client BSPs consists of context and

context nodes that link the fields of a view to underlying.

Visible Model View- Controller (MVC)


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The controller is the first element that is insatiated when the system

navigates to a particular view.

Model view controller in WEB Client


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Component Workbench: View Controller and Model

Transaction BSP_WD_CMPWB Displays all development objects of the

CRM web client applications.


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Context Nodes

Context nodes are link between the input fields on the view and the data

model in the BOL.


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The layout of CRM web client views can be implemented in two different ways

that both rely on HTMLB tags.

View Details


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View sets are views as well, they have a Controller class and a context class

but no context nodes.

View, Viewset and View area.


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Event Handler, Inbound and outbound plugs are methods of the

controller class.

Navigation Between views


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UI Components Summary

Describe the role of the UI components in the framework.

Get a basic understanding of the model view controller

concept.


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Architecture

Generic interaction Layer and Business Object Layer.


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Layers of the CRM user Interface


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21- BOL works with the data at run time.

- Data that are changed in the user interface are first changed in theBOL and then transferred to the Generic interaction layer.

Business Layer


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- A GeniL Component is aClass that acts as a linkbetween the existing CRMBusiness Logic and the UIframework.

- GeniL Component does themapping between the datamodel that is defined and theactual data interface.

GenIL Components


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The framework is always started with a Component set.

Component Sets


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24Business Object: Smallest unit of an object Model. Each BO is

Assigned a unique name. The data model of a component set can be

visualized in the BOL Browser.

Business objects and data model


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The Business object layer works with the data at runtime and

communicate with the generic interaction layer.

Business object layer and generic interaction layer


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Tools that help to investigate the model of BOL and GENIL

BOL and GenIL: Tools


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BOL browser is the tool used by developers to test the frameworkindependent from the user interface.

BOL Browser


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To access the data of the single business object you need to navigateThrough the data hierarchy starting with the root object.

BOL Browser: Navigate Data Model


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GenIL and BOL summary

Describe the functionality of the Generic Interaction Layer.

Explain the classification of the Business Objects.

State the role of the Business Object Layer in the Framework.


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Customization

UI Configuration Tool


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UI Configuration Tool (T-Code BSP_WD_CMPWB)


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IC Web Client Component Configuration Overview


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LetMeTransactions

BSP_WD_CMPWB Component Workbench


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Web UI-Architecture - Unit Summary

Describe the role of the UI Components in the framework.

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

Explain the technical architecture of the SAP CRM User interface.

State the basics of the Model view controller concept.

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


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SAP CRM WebUI

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Web UI Architecture




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Definition

The Interaction Center Web Client, as part of SAP CustomerRelationship Management (SAP CRM), provides tools to

ensure efficient and consistent customer service by collaboration

and communicating with customers over various channels. It

supports agents and managers who are involved with the interaction

center.

IC Agent

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

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

process business transactions such as quotations, sales tickets and

service tickets, and enhance their productivity by using alerts,scripting, and a solution search. All relevant account information is

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

and product-related information.


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Use

The Interaction Center supports all CRM strategies, such as;

Sales: processing of sales transactions, opportunities, product

proposals

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

transitions

Marketing: campaigns, call lists, product proposals.

In addition, the Interaction Center supports multi-channel

communication:

Telephone: incoming and outgoing calls, call lists, CTI (computertelephony integration) connation

E-mail, fax, SMS

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

me-back, Web chat, Web telephony.


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Challenges

Customizing Process of IC Web Client Business Role

New Functionalities Available In Account I identification:

Accounts

Employee details

Install BaseObjects

Customizing Process of Account Identification Functions using

Account Identification profiles

New Transactions types added in IC Web Client Business

Transactions

ERP Quotation in

ERP Sales Order

ERP Sales Contract


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IC WebClient Functions & Profiles

IC Web Client Business Roles

Configuration of IC Web Client Functions

Account Identification

Business Transactions


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Interaction Center Configuration



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IC Web Client Business Roles

Business roles to control the navigation bar, logicallinks, and user authorizations.



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Interaction Center Specific Business Roles

IC Agent IC Manager IT Service Desk Agent Shared Service C



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IC Web Client Functions & Profiles

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

the Web client.

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

to change

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

your requirements.

Account Identification Profile

Agent Inbox Profile

Business Transactions Profile

The business transaction profile controls which CRM business transaction

type is liked to the navigation bar buttons.

Assing Functional Profiles to Business Role


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Features in Account Handling

Business Partner Relationship Handling

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

searching or creating related business partners in the Interaction Center.

Mixed Account Identification

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

searching for both consumers and contact persons in organizations.

Index Based Search

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

the search for business partners in the IC Web Client.

Address validation and duplicate check

Address validation and duplicate check is offered in the IC Web Client to supportaddress maintenance.

Account Identification View Set: Customizability

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

view set replaceablethe area where business objects related to the business

partner can be determined.


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Account Identification Functions



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Account Identification-Mixed Secenario



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Business Partners in Transactions



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Configuration of Business Roles



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Business Role Customization

Transation code CRM_UI_PROFILE

Business Role Dettails



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Assign Business Role to Organizational Unit

Configuration IMG Path: Customer

Relationship Management >

Business Roles > Define

Organizational Assignment

Transaction: PPOMA_CRMAssign infotyp: Goto >

Detailed Object

Users / Business Partners

are assigned within the

Organizational Model to a

Position

User / Business Partners can

be assigned to multiple

Positions

Each Position can have

exactly one Business RoleSAP CRM Fundamentals: Refer notes


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Assign Business Role to Organizational Unit in UI

From Sales

Operations Select

Organization

Model.



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Assign Business Role to Organizational Unit in UI

Select Business

Role from drop

down list and

Assign.



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IC Webclient Functions and profiles:Overview



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Configuration of Functional Profiles

IMGCRMIC WebClientMaster DataDefine AccountIdentification Profiles


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Account Identifiction Profile

IMGCRMIC WebClientMaster DataDefine Account Identification

Profiles for Multiple Business Partner


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Business Transaction Profiles

IMGCRMIC WebClientBusiness TransactionDefine BusinessTransaction Profiles


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Define Agent Inbox Profile

IMGCRMIC WebClientAgent InboxDefine Inbox Profile


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Activating Dialog Boxes


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Assing Functional Profiles to Business Role


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Account Identification Screen

Account and related partners Search result Lists andInteraction history



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Account IdentificationAccount



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Account IdentificationObjects


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Account Identification Profile-Mixed Scenario



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Account Identification Profile - Relationships



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CRM Business Transactions in UI


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Transaction type selection via Dialog Box



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Transaction with fixed Transaction Type


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Integration of CRM Web Client UI Components



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CRM Web Client Business Transaction with fixed transaction type


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Integration of CRM Web Client Overview Page



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Let Me

TransactionsCRMC_UI_PROFILE Define Business Roles

CRMC_UI_NBLINKS Define Navigation Bar Profile

PPOMA_CRM Define Organizational

Assignment

Define Account Identification

Profile


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Let Me

Task:

1.Define Business Role E.g. ZIC_AGENT

2.Assign to Organizational Unit Org Unit

3.Define Account Identification Profile E.g. ZDEFAULT

4.Assign to Navigation Bar Profile (Work Center)5.Assign Function profiles to Business Role

6.Define Business Transaction profiles E.g. ZDEFAULT

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

8.Define Inbox Profiles (Agent Inbox Profile) E.g. DEFAULT1

9.Assign to Function profile E.g. IC_INBOX


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Interaction Cent Screen Shot



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Account Fact Sheet


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CRM Business Transactions In IC

In Index

Business

Transactions



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Unit Summary

Explain the process of customizing IC Web Client functions

Use Wizards supporting the Configuration

Create a new Account Identification profile

Create a new Business Transaction profile


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

Account Identification (Enhanced)As of CRM 7.0 account identification in the interaction center (IC) has been

enhanced. IC agents can now do the following:

Customize searches in account identification

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

partners

Determine the sequence in which these partner functions are displayed Map the partner functions of confirmed business partners to the existing

partner functions in business transactions and the interaction record

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

criteria

Business Transactions in the Interaction Center (Enhanced)

As of CRM 7.0, the following standard CRM WebClient businesstransactions have

been integrated into the Interaction Center (IC):

CRM Sales Order

ERP Sales Order

Sap Crm Fundamentals Webui 321

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