SAP CRM Fundamentals

SAP CRM Web UI

Created by: Suryamani Kumar, SAP CRM, December 2010 SAP CRM Fundamentals: Refer notes

SAP CRM WebUI

Web UI Architecture

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

SAP CRM WebUI

Web UI Architecture

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

Contents :
UI components Generic interaction Layer and Business Object Layer.

Purpose

Explain the technical concepts and Architecture used by the CRM web client UI ,Such as Business Server Pages (BSPs) and the underlying Business object layer. Describe the different layers of the web client UI software architecture.

Use
One Web-based, easy-to-use, and easy-to-configure UI for all SAP CRM Online users. Easy to configure web client with minimal amount of coding. Appealing web application style visual design consistent across on-demand and on-premise.

Challenges
New UI Architecture & Concepts. Understanding MVC Architecture, Modification and building new MVC BSP page and integration of new flow logic BSP Screens. Generic Interaction Layer (GeIL) and Business Layer (BOL).

Architecture
UI components - Role of UI components in the Framework

CRM Web Client UI Architecture Layers.

SAP CRM Fundamentals: Refer notes

Views of CRM Web Client

Some of the views of the web client are persistent others views are selected and changed dynamically thought web client session.
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Identify Component and view

To find out the name of the UI Component and view place your cursor in an editable field and Press F2.
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Component Workbench
A UI Component is the bundle of views ,view sets etc. that logically belong to each other. A UI Components can be edited in the component workbench. T-Code :BSP_WD_CMPWB

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Visible Model View- Controller (MVC)

The model of the CRM web client BSPs consists of context and context nodes that link the fields of a view to underlying.
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Model view controller in WEB Client

The controller is the first element that is insatiated when the system navigates to a particular view.

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Component Workbench: View Controller and Model

Transaction BSP_WD_CMPWB Displays all development objects of the CRM web client applications. 13

Context Nodes

Context nodes are link between the input fields on the view and the data model in the BOL. 14

View Details

The layout of CRM web client views can be implemented in two different ways that both rely on HTMLB tags. 15

View, Viewset and View area.

View sets are views as well, they have a Controller class and a context class but no context nodes. 16

Navigation Between views

Event Handler, Inbound and outbound plugs are methods of the controller class.

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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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Business Layer

- BOL works with the data at run time. - Data that are changed in the user interface are first changed in the BOL and then transferred to the Generic interaction layer.
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GenIL Components
- A GeniL Component is a Class that acts as a link between the existing CRM Business Logic and the UI framework. - GeniL Component does the mapping between the data model that is defined and the actual data interface.

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Component Sets

The framework is always started with a Component set.

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Business objects and data model

Business Object: Smallest unit of an object Model. Each BO is Assigned a unique name. The data model of a component set can be visualized in the BOL Browser. 24

Business object layer and generic interaction layer

The Business object layer works with the data at runtime and communicate with the generic interaction layer.

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BOL and GenIL: Tools

Tools that help to investigate the model of BOL and GENIL

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BOL Browser

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

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BOL Browser: Navigate Data Model

To access the data of the single business object you need to navigate Through the data hierarchy starting with the root object.
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GenIL and BOL summary

Describe the functionality of the Generic Interaction Layer. Explain the classification of the Business Objects. State the role of the Business Object Layer in the Framework.

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Customization
UI Configuration Tool

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UI Configuration Tool (T-Code BSP_WD_CMPWB)

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IC Web Client Component Configuration Overview

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LetMe
BSP_WD_CMPWB

Transactions
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

Web UI Architecture

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

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Definition
The Interaction Center Web Client, as part of SAP Customer Relationship Management (SAP CRM), provides tools to ensure efficient and consistent customer service by collaboration and communicating with customers over various channels. It supports agents and managers who are involved with the interaction center.

IC Agent Agent can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business transactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant account information is available to them in once location, such as account data, order status and product-related information.

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Use
The Interaction Center supports all CRM strategies, such as; Sales: processing of sales transactions, opportunities, product proposals Service: e-mail processing and workflow, solution database, service transitions Marketing: campaigns, call lists, product proposals. In addition, the Interaction Center supports multi-channel communication: Telephone: incoming and outgoing calls, call lists, CTI (computer telephony integration) connation E-mail, fax, SMS Internet: inclusion of Internet and intranet pages, co-browsing, callme-back, Web chat, Web telephony.
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Challenges
Customizing Process of IC Web Client Business Role New Functionalities Available In Account I identification: Accounts Employee details Install Base Objects Customizing Process of Account Identification Functions using Account Identification profiles New Transactions types added in IC Web Client Business Transactions ERP Quotation in ERP Sales Order ERP Sales Contract
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IC WebClient Functions & Profiles

IC Web Client Business Roles
Configuration of IC Web Client Functions Account Identification Business Transactions

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Interaction Center Configuration

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IC Web Client Business Roles

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

41 SAP CRM Fundamentals: Refer notes

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 support address maintenance. Account Identification View Set: Customizability This feature makes the content of the upper right view of the account identification view set replaceable the area where business objects related to the business partner can be determined. 44

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_CRM Assign infotyp: Goto > Detailed Object

Users / Business Partners are assigned within the Organizational Model to a Position User / Business Partners can be assigned to multiple Positions
Each Position can have exactly one Business Role assigned to (Infotype 1163)

50 SAP CRM Fundamentals: Refer notes

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

IMGCRM IC WebClient Master Data Define Account Identification Profiles

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Account Identifiction Profile

IMGCRM IC WebClient Master Data Define Account Identification Profiles for Multiple Business Partner

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Business Transaction Profiles

IMGCRM IC WebClient Business Transaction Define Business Transaction Profiles

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Define Agent Inbox Profile

IMGCRM IC WebClient Agent Inbox Define Inbox Profile

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Activating Dialog Boxes

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Assing Functional Profiles to Business Role

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Account Identification Screen

Account and related partners Search result Lists and Interaction history

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Account Identification Account

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Account Identification Objects

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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

66 SAP CRM Fundamentals: Refer notes

Transaction with fixed Transaction Type

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Integration of CRM Web Client UI Components

68 SAP CRM Fundamentals: Refer notes

CRM Web Client Business Transaction with fixed transaction type

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Integration of CRM Web Client Overview Page

70 SAP CRM Fundamentals: Refer notes

Let Me
Transactions
CRMC_UI_PROFILE Define Business Roles

CRMC_UI_NBLINKS

Define Navigation Bar Profile

Define Organizational Assignment Define Account Identification Profile

PPOMA_CRM

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Let Me
Task: 1.Define Business Role E.g. ZIC_AGENT 2.Assign to Organizational Unit Org Unit 3.Define Account Identification Profile E.g. ZDEFAULT 4.Assign to Navigation Bar Profile (Work Center) 5.Assign Function profiles to Business Role 6.Define Business Transaction profiles E.g. ZDEFAULT 7.Assign to Function profiles to Business Role E.g. IC_BT 8.Define Inbox Profiles (Agent Inbox Profile) E.g. DEFAULT 1 9.Assign to Function profile E.g. IC_INBOX

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Interaction Cent Screen Shot

73 SAP CRM Fundamentals: Refer notes

Account Fact Sheet

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CRM Business Transactions In IC

In Index Business Transactions

75 SAP CRM Fundamentals: Refer notes

Unit Summary
Explain the process of customizing IC Web Client functions

Use Wizards supporting the Configuration Create a new Account Identification profile Create a new Business Transaction profile

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New Features in CRM 7.0

As of SAP CRM 7.0 it is also possible to use
Account Identification (Enhanced) As of CRM 7.0 account identification in the interaction center (IC) has been enhanced. IC agents can now do the following: Customize searches in account identification Define a list of partner functions that can be used to confirm business partners Determine the sequence in which these partner functions are displayed Map the partner functions of confirmed business partners to the existing partner functions in business transactions and the interaction record Define the sequence of the relationship types that appear in the search criteria Business Transactions in the Interaction Center (Enhanced) As of CRM 7.0, the following standard CRM WebClient business transactions have been integrated into the Interaction Center (IC): CRM Sales Order ERP Sales Order ERP Quotation ERP Sales contract Service Order, Complaint, Lead, Case, Opportunity, Service request/Incident , Problem Request for Change
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