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SAP CRM Fundamentals SAP CRM Web UI

SAP CRM Fundamentals SAP CRM Web UI. 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.

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SAP CRM Fundamentals SAP CRM Web UI

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  1. SAP CRM Fundamentals SAP CRM Web UI VK SAP CRM Fundamentals: Refer notes

  2. SAP CRM WebUI Web UI Architecture Interaction center WebUI VK SAP CRM Fundamentals: Refer notes

  3. SAP CRM WebUI Web UI Architecture Interaction center WebUI VK SAP CRM Fundamentals: Refer notes

  4. Contents : • UI components • Generic interaction Layer and Business Object Layer. VK

  5. 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 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. VK 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).

  6. Architecture • UI components - Role of UI components in the • Framework VK

  7. CRM Web Client UI Architecture Layers. VK SAP CRM Fundamentals: Refer notes

  8. Views of CRM Web Client VK Some of the views of the web client are persistent others views are selected and changed dynamically thought web client session.

  9. Identify Component and view VK To find out the name of the UI Component and view place your cursor in an editable field and Press F2.

  10. 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 VK

  11. Visible Model View- Controller (MVC) VK The model of the CRM web client BSP’s consists of context and context nodes that link the fields of a view to underlying.

  12. Model view controller in WEB Client VK The controller is the first element that is insatiated when the system navigates to a particular view.

  13. Component Workbench: View Controller and Model VK Transaction BSP_WD_CMPWB Displays all development objects of the CRM web client applications.

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

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

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

  17. Navigation Between views VK Event Handler, Inbound and outbound plugs are methods of the controller class.

  18. UI Components Summary • Describe the role of the UI components in the framework. • Get a basic understanding of the model view controller • concept. VK

  19. Architecture • Generic interaction Layer and Business Object Layer. VK

  20. Layers of the CRM user Interface VK

  21. - 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. Business Layer VK

  22. - 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. GenIL Components VK

  23. The framework is always started with a Component set. Component Sets VK

  24. 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. Business objects and data model VK

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

  26. Tools that help to investigate the model of BOL and GENIL BOL and GenIL: Tools VK

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

  28. To access the data of the single business object you need to navigate Through the data hierarchy starting with the root object. BOL Browser: Navigate Data Model VK

  29. 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. VK

  30. Customization UI Configuration Tool VK

  31. UI Configuration Tool (T-Code BSP_WD_CMPWB) VK

  32. IC Web Client Component Configuration Overview VK

  33. LetMe Transactions VK

  34. 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. VK

  35. SAP CRM WebUI Web UI Architecture Interaction center WebUI VK SAP CRM Fundamentals: Refer notes

  36. 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. VK

  37. 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, call- • me-back, Web chat, Web telephony. VK

  38. 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 VK

  39. IC WebClient Functions & Profiles • IC Web Client Business Roles • Configuration of IC Web Client Functions • Account Identification • Business Transactions VK

  40. Interaction Center Configuration VK SAP CRM Fundamentals: Refer notes

  41. IC Web Client Business Roles Business roles to control the navigation bar, logical links, and user authorizations. VK SAP CRM Fundamentals: Refer notes

  42. Interaction Center Specific Business Roles IC Agent IC Manager IT Service Desk Agent Shared Service C VK SAP CRM Fundamentals: Refer notes

  43. 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 VK

  44. 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. VK

  45. Account Identification Functions VK SAP CRM Fundamentals: Refer notes

  46. Account Identification-Mixed Secenario VK SAP CRM Fundamentals: Refer notes

  47. Business Partners in Transactions VK SAP CRM Fundamentals: Refer notes

  48. Configuration of Business Roles VK SAP CRM Fundamentals: Refer notes

  49. Business Role Customization Transation code CRM_UI_PROFILE VK Business Role Dettails SAP CRM Fundamentals: Refer notes

  50. 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) VK SAP CRM Fundamentals: Refer notes

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