SAP Customer Relationship Management (CRM) 7.

0 Boot camp

Copyright © 2007 Accenture All Rights Reserved. Accenture, its logo, and and High Performance Delivered trademarks of Accenture. Copyright © 2010 Accenture All rights reserved. Accenture, its logo, High Performance Delivered are are trademarks of Accenture.

Agenda
‡ Course Opening ‡ SAP CRM Overview
± SAP CRM General Information and Highlights ± SAP CRM 7.0 Key Capabilities ± SAP CRM 7.0 Enhancements ± SAP CRM 7.0 Basic Screen Elements

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Getting to Know Each Other
‡ Let¶s make an introduction round and give the following information to the other participants:
± Your name ± Your assignment within the Accenture organization ± Your level ± Your office ± A short overview of the topics and projects you have worked on ± Why you are here in the course

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Your Expectation ‡ Please write down your expectation of the course and put the results on the board. 4 .

5 . participants will be able to: ± Explain the historic development of SAP CRM and the future perspective.Overall Course Objectives ‡ At the end of the course. ± Identify the scope of SAP CRM and business functions it supports. ± Implement SAP CRM. ± Describe SAP CRM Architecture.

0 Enhancements ± SAP CRM 7.Agenda ‡ Course Opening ‡ SAP CRM Overview ± SAP CRM General Information and Highlights ± SAP CRM 7.0 Basic Screen Elements 6 .0 Key Capabilities ± SAP CRM 7.

By supporting customer-facing business processes across multiple interaction channels. sales. SAP CRM enables organizations to focus on strategies for customer-driven growth and to differentiate themselves in the market by providing a superior customer experience.´ Source: SAP Service marketplace. 2009 7 .Definitions Definition SAP CRM SAP Customer Relationship (SAP CRM) is an application which provides best-in-class functionality for marketing. and service.

SAP CRM General Information and Highlights . and service ± Extensive analysis as a basis for decision making ± Seamless integration with SAP Business Suite solutions and other applications 8 . sales.Benefits and Advantages ‡ SAP CRM Benefits for Organizations ± Competitive Advantages ± Increased Revenue ± Potential to Lower Costs ‡ SAP CRM Benefits for Customers ± Better and Personalized Service ± Consistent interactions across all channels and touch points ‡ Other Advantages ± First-class functions for marketing.

‡ 2008 SAP CRM 7. the new system features dashboard-like embedded analytics.0. ‡ SAP CRM (2007) 6. increased Personalization and improved UI Tools. New functions like Loyalty Management and improved TPM. targets such key cross-industry business capabilities as service management. marketing resource management and mobile sales for handhelds. Powered by the SAP NetWeaver platform.History of SAP CRM The first version of SAP CRM was launched in 1999. 9 .0. ‡ 2005 SAP CRM (2005) 5.0.0 principles where users can drag sections of the screen around to personalize them for themselves. the UI is much improved compared to CRM 2006s and uses Web 2.

SAP Business Suite is based on SAP's technology platform called NetWeaver. ‡ SAP Business Suite 7 software delivers a synchronized release schedule for all applications and components across the entire suite. industry-specific functionality.SAP Business Suite ‡ The SAP Business Suite is a bundle of business applications that provides integration of information and processes. © SAP 10 . collaboration. and scalability.

) ‡ The SAP Business Suite 7 contains the newest releases of: ± ± ± ± ± SAP ERP SAP Customer Relationship Management SAP Product Lifecycle Management SAP Supplier Relationship Management SAP Supply Chain Management © SAP 11 .SAP Business Suite (cont.

Customers no longer have to wait 24 or 36 months for critical functionality. 12 .Enhancement vs. while the core applications remain stable. ‡ For all the core applications of SAP Business Suite 7 software SAP enhancement package 1 is planned for the second quarter of 2010. ‡ SAP delivers minimally disruptive innovation with enhancement packages.´ ‡ SAP enhancement packages are optional packages that deliver new or improved business functions that you can deploy selectively. Upgrade ³SAP enhancement packages deliver product flexibility and technology advancement at the same time. During an upgrade all software components are updated.

SAP CRM (7.sap-ag. 13 .0) Availability ‡ SAP CRM (7.de/pam.0) Availability and Maintenance You can find this information of Product Availibility Matrix on the SAP Support Portal: https://websmp109.

0 Key Capabilities ± SAP CRM 7.0 Basic Screen Elements 14 .0 Enhancements ± SAP CRM 7.Agenda ‡ Course Opening ‡ SAP CRM Overview ± SAP CRM General Information and Highlights ± SAP CRM 7.

‡ From a software point of view these employees need to have support to fulfill their daily tasks in an efficient and customeroriented way.SAP CRM Overview ± Key Functionalities ‡ In daily business various departments like Marketing. Sales and Service interact directly and regularly with customers. © SAP 15 15 .

SAP CRM Solution Map Link to the SAP Solution Composer © SAP 16 .

Key Processes and Benefits in Marketing Key processes ‡Marketing Resource Management ‡Customer Segmentation and List Management ‡Campaign Management ‡Real-Time Offer Management ‡Lead Management ‡Loyalty Management ‡Marketing Planning and analytics Major benefits ‡Select target groups ‡Monitor marketing costs ‡Use marketing analytics as a basis for making decisions ‡Observe markets and competitors ‡Identify customer preferences © SAP 17 .

scenario-based implementation to ensure fast return on investment 18 . regionally. accounting. and locally ‡ Multi-channel support to ensure one face to the customer ‡ Tight integration with financials.SAP CRM Key Marketing Capabilities ± Business Value ‡ Manage and coordinate marketing activities globally. and supply chain ‡ Leverage Business Intelligence and CRM analytical capabilities for improved visibility and insight into marketing operations ‡ Broad functional spectrum ‡ Modular.

quotations and contracts ‡Account and contact management ‡Opportunity management and pipeline analysis ‡Activity management ‡Commissions and incentives ‡Sales planning and analytics Major benefits ‡Control Sales Processes resulting in an increase in revenue ‡Increase up-selling and cross-selling opportunities ‡Recognize profitability of each and every customer ‡Reduce sales costs ‡Create accurate. real time forecasts © SAP 19 .Key Processes and Benefits in Sales Key processes ‡Customer order management.

SAP CRM Key Sales Capabilities Business Value ‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ Closed-loop processes Faster response time Focused sales force through qualified leads Better service through real-time response on product availability Increased time for selling Sales force concentrated on profitable customers Optimized mix of channels Team-selling 20 .

SAP CRM Key Sales Capabilities Sales Cycle (Closed-Loop CRM) Customer retention Lead generation and qualification Customer service Sales Cycle Billing 1. Agreement Logistics execution © SAP 21 .

service order.Key Processes and Benefits in Service Key processes ‡Service request. and contract administration ‡Installed base management ‡Customer Service and Support (Complaint and Case Management) ‡Returns and Depot Repair ‡Warranty and Claims Management ‡Service planning ‡Analytics Major benefits ‡Achieve higher customer satisfaction through prompt and efficient service ‡Reduce service costs ‡Provide reliable service around the clock ‡Achieve transparency of both service resources and service costs © SAP 22 .

and Integration: ± Convenient multi-channel access both for customers and service employees ± Complete visibility of relevant customer and product history supports service employees and enables a real time response ± Integration with back-office systems such as SAP R/3 Customers.SAP CRM Key Service Capabilities ± Business Value ‡ Accessibility. Visibility. SAP R/3 Controlling. and SAP R/3 Human Resources 23 .

easy-to-use. interactive selling and self-service ‡Enable end-to-end. order-to-cash processes ‡Incorporate partners into your ecommerce strategy ‡Significantly reduce cost of sales © SAP 24 .Key Processes and Benefits in Web Channel Key processes ‡E-Marketing ‡E-Commerce ‡E-Service ‡Web Channel Analytics Major benefits ‡Personalize each customer¶s buying experience ‡Provide convenient.

Analytics Catalog Management © SAP Marketing Management Business Partner Order Management Contract Management Service Management 25 .SAP CRM Key E-Commerce Capabilities ± Example for Building Blocks Browser Portal Web Catalog Guided Selling Live Customer Support Search Engine Product Configuration Complaints and Returns Personalisation Order & Quote Management Knowledge Management Shopping Basket Online Billing and Payment iBase Management Pricing Engine Web Auctions E.

e-mail. and Web servers ‡Achieve a higher ROI © SAP 26 . systems.g.Key Processes and Benefits in Interaction Center Key processes ‡Marketing ‡Sales ‡Customer Service ‡Shared Service Center ‡Interaction Center Management Major benefits ‡Easy-to-use agent productivity tools ‡Portal-based access for interaction centre administration. management. computer telephony. and reporting ‡Integrate with interaction centre infrastructure e.

‡ For companies ‡ For the Customer ± Increase company exposure ± Increase customer and accessibility convenience through additional interaction channels ± Lower the cost of customer treatment ± Improve interaction consistency and ease of doing business ± Provide consistent information across all touch points ± Improve service levels and maximize customer experience ± Increase revenue with crossand up-selling ± Efficiently identify and address customer needs ± Enable valuable and lasting customer relationships 27 .Business Value ‡ Interaction Centre uniquely allows to make every interaction a successful and valuable one for the customer.SAP CRM Key Interaction Center Capabilities .

Key Processes and Benefits in Partner Channel Management Key processes ‡Partner Management ‡Channel Marketing ‡Channel Sales ‡Partner Order Management ‡Channel Service ‡Partner and Channel Analytics Major benefits ‡Boost Revenues ‡Reduce Costs ‡Increase Profits ‡Increase Customer Satisfaction ‡Empower Partners © SAP 28 .

Channel Manager Channel Partner Customer 29 .SAP CRM Key Partner Channel Management Capabilities Overview ‡ SAP CRM provides companies with a platform to manage channel partner relationships and enable partners to sell more effectively ± resulting in a more profitable indirect channel.

Key Processes and Benefits in Business Communication Management Key processes ‡Fully integrated multi-channel call center communication ‡Monitoring and management of communications in real time through online analytics ‡Interactive voice response (IVR) option Major benefits ‡Centralize geographically spread communications for ‡Inbound and Outbound contacts ‡Outbound Marketing Campaigns ‡Manage Communications across the company © SAP 30 .

SAP CRM Key Mobile Capabilities .Laptops ‡ Offline Operation ± Mobile Client application with separate database on the laptop ± Workgroup Solution ± Groupware Integration ‡ Solution Management ± Local Pricing and ± Fast Deployment with Configuration Engine automatic installation process replication ± Dependencies between objects ± Territory Management ± Realignment ‡ Data Synchronization with CRM Middleware ± Filtered and unfiltered ± Backup and Recovery 31 .

Key Processes and Benefits of CRM Analytics Key processes ‡Integrated suite of analytical and planning solutions Major benefits ‡Measurement. planning and optimization of customer relationships 32 . prediction.

end-to-end requirements of all major industries Examples: ‡ ‡ ‡ ‡ ‡ ‡ ‡ Automotive. Chemicals Consumer products Retail. BUT ‡Supports especially several industryspecific CRM processes Major benefits ‡Addresses unique needs and complete.Key Processes and Benefits of CRM Industry-specific Solutions Key processes ‡Includes all general CRM functionalities. Telecommunications Professional services Public sector ‡ High tech ‡ Industrial machinery and components ‡ Media. ‡ Utilities ‡ Oil and gas ‡ Wholesale distribution 33 .

0 Enhancements ± SAP CRM 7.0 Key Capabilities ± SAP CRM 7.0 Basic Screen Elements 34 .Agenda ‡ Course Opening ‡ SAP CRM Overview ± SAP CRM General Information and Highlights ± SAP CRM 7.

This technology gives strong competitive potential to SAP CRM as it: ‡ Improves usability compared to previous SAP CRM versions ‡ Provides an interface with SOA (integration with SAP ± e.0 A real breakthrough in CRM 2006s release: a completely web-based user interface.Changes Since SAP CRM 5. which replaces the SAP GUI in all system management functions.g. Web Services ± and non SAP application) 35 .

experience. simple navigation. ‡ Extremely easy to use ± ‡ Enhanced Personalization. 36 .0 user customized icons. personalization by end user. such as tile layout support and consistent with Web 2. Enables higher productivity. value help. intuitive.0 ± New Web UI ‡ CRM WebClient provides a ‡ New productivity tools. ‡ Easy to adapt ± Tools to facilitate easy creation of custom field configuration. such role-based workspace for end as table graphics and smart users.Highlights of SAP CRM 7. screen layouts.

0 © SAP 37 .New Features of SAP CRM 7.

Main Strengths of New Release SAP CRM 7.0
‡ Usability: Mainly considering learn ability and understandability ‡ Efficiency: Reduced number of clicks needed to access relevant functions impact the timely behavior ‡ Maintainability: Mainly focusing on Changeability of the application related to new Web UI customizing ‡ Portability: In terms of Adaptability typical of web based user interfaces

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Highlights of SAP CRM 7.0 Technical
Integrated Enterprise Search ‡ Simple search UI ‡ Cross-objects and cross-system searches ‡ Improved performance Dashboards and Interactive Reporting ‡ Support visual UI and interactive analysis

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Agenda
‡ Course Opening ‡ SAP CRM Overview
± SAP CRM General Information and Highlights ± SAP CRM 7.0 Key Capabilities ± SAP CRM 7.0 Enhancements ± SAP CRM 7.0 Basic Screen Elements

40

It contains the most important personal information and access to the most frequently used tools. information ‡ Predefined content for: ± My Appointments today ± My Tasks today ± Workflow Tasks ± Reports and Applications ± Alerts The Homepage Is configured per role: ‡ Available content can be personalized by the user ‡ Content can be adapted 41 .Home Page The Home Page is the starting point for all user in daily business. The Homepage The Homepage provides: ‡ A quick Overview of the Current Day ‡ Hyperlinks to more det.

The Screen structure Header Area (A) ‡ Position of header and navigation area (L-Shape) are fixed. even if Navigation Bar can be hidden ‡ L-shape Contains: ± System Links ± Saved Searches ± Work area title ± History back and forward ± Navigation Bar ‡ Work Area contents are dynamic depending on selected contents on navigation area 42 Nav. Bar Area (B) L-Shape Work Area (c) .SAP CRM Web UI Screen Structure The New Web Client screen is structured into 3 different areas: the Header Area (A). the Navigation Area (B) and the Work Area (C).

Header Area Besides displaying the work title area and the Header Area of the Web UI provides system links and search functionalities. a) b) c) d) Header Area a) b) c) d) System Links Saved Searches Forward & Back Navigation Messages & Tools 43 .

´ c) Recent Items lists the last viewed business objects c) 44 . b) b) Create Quick links you can determine frequently used items as ³quick links. email inbox.Navigation Bar The Navigation Bar is divided into two areas: Navigation Items and Quick links Navigation Bar a) a) Navigation items the items you can select and navigate to (calendar.«).

without selecting a second-level entry ‡ Includes important content regarding the current area: ± Search Links ± Create Links ± Reports ‡ Content of the page could be customized without development activities 45 . The Work Center page ‡ Is opened by choosing the firstlevel navigation entry directly. It contains a set of shortcuts and access to all work center-related components. Activities«. Orders.Work Center Every first level menu (Accounts.) item has an individual work center page.

Work Area ‡ ‡ ‡ Entry pages Content pages Support pages 46 . content pages.Work Area The Work Area can contains different page types (entry pages. support pages).

Work List The work list provides a complete overview of information pushed to the user. lost opportunity alert. approval workflow. accept lead workflow. The Work List page ‡ Contains information about alerts and workflow tasks pushed to the users ‡ Several predefined alerts and workflow are delivered with SAP CRM (Campaign. smaller content areas for alerts and workflows can be embedded directly in the home page 47 . It is divided in to alerts and workflow tasks. and so on) ‡ Within a role.

Service Order«.Overview Page The Overview Page provides a summary of all important information regarding a single object [e. The Overview page ‡ Consist of a header block with the core information and a set of subordinate assignment blocks containing related information ‡ The information in assignment blocks can be displayed with: ± Form Views ± Tables ± Hierarchy trees ‡ Contains the hyperlinks to navigate to other related objects 48 . Account.g. Sales Order. Contact. Activity.] in display mode.

flexible and easy to understand search capabilities individually for every business object The Search page ‡ Allows for flexible creation of search model by choosing a wide range of search criteria ‡ Easy-to-understand operator-based search logic ‡ Provide a search result list for getting a quick overview and easy navigation to detailed information of single objects ‡ Offer options to create. delete. or perform a mass update (optionally) of information directly from the search result list ‡ Saving Search models ‡ Offers Export to MS Excel 49 .Advanced Search The advanced search provide the user with comprehensive.

Agenda ‡ SAP CRM Web UI ± Architecture ± UI Concept and UI Component Concept ± Navigation Bar and Business Roles ± UI Configuration ± Personalization ± Additional Features ± BOL & GenIL ± Knowledge Check ‡ Q&A and Day 1 Wrap-up 50 .

An SAP Graphical User Interface (SAP GUI) is not necessary ‡ All data displayed in the Web browser is sent by hypertext Transfer Protocol (HTTP) from the SAP Web Application Server to the client (the Web Browser) ‡ The user interface (UI) is based on Business Server Page (BSP) technology. which is a blend of ABAP code and BSP extensions © SAP 51 .BSP Architecture: Basics ‡ The CRM WebClient is built to run within a Web Browser ‡ Therefore. on the client side it is only necessary to install a Web Browser.

CRM WebUI and SAP Web Application Server ‡ The SAP Web Application Server contains two run time environments: ABAP (Advanced Business Application Programming) and J2EE (Java 2 Enterprise Edition) ‡ The user interface (UI) is based on Business Server Page (BSP) technology ‡ BSPs are a blend of ABAP code and BSP extensions ‡ BSP extensions provide hypertext Markup Language Business (HTMLB) tags for building a consistent page layout throughout all applications ‡ HTMLB tags include complex and extensible capabilities which are much more powerful than standard HTML tags © SAP 52 .

HTTP(S). such as Simple Object Access Protocol (SOAP). and Simple Mail Transfer Protocol (SMTP) ‡ A set of SAP Web Services has to be enabled in order to allow communication between WebApplication Server and BSP © SAP 53 .WebApplication Server: Integration Potential ‡ The HTTP services of the Internet Communication Manager (ICM) communicate between the Web Browser and the BSP runtime ‡ It is responsible for caching and works with a great variety of protocols.

54 .CRM WebClient Architecture (1 of 3) The CRM WebClient is based on a multi-layer architecture on the server side: ‡ Presentation Layer The presentation layer of the CRM WebClient is based on Business Server Pages (BSPs). which are shown as dynamic HTML pages in the Web browser.

CRM WebClient Architecture (2 of 3) ‡ Business Layer (BOL and GenIL) Holds the data structure of business objects during a CRM WebClient session. It consists of two layers:  Business object layer (BOL): The business object layer saves the business object data. It is the connection between the business object layer and the underlying business engine. 55 . e. at runtime of the SAP CRM session. This layer guarantees the separation of the CRM WebClient UI and the underlying business logic.  Generic interaction layer (genIL): The generic interaction layer handles the data transfer from the business object layer to the application programming interfaces (APIs) of the underlying business engine.g. sales orders. such as business partners or products and handles transactions.

g.CRM WebClient Architecture (3 of 3) ‡ Business Engine The layers are strictly separated in order to allow connections between the UI layer and any Business Application (e. ERP objects such as Employees or Sales Orders) 56 .

Corresponding system tools: BSP_WD_CMPWB Component Workbench GENIL_MODEL_BROWSER to explore the GenIL model GENIL_BOL_BROWSER to explore Business Objects and relations SE11. SE16 explore data objects and databases © SAP 57 .CRM Architecture Representation The graphic below explains how the technical components of the CRM WebClient work together in the architecture concept.

Presentation Layer Controller Request User input Drives Interaction Logic CRM WebClient Model set Links to underlying Structure View Response Data output Handles Visual Output get Data flow Control flow Business Layers Business Engine (BOL and GenIL) (Database tables) 58 .UI Concept: Model View Controller The CRM WebClient BSP is based on the Model View Controller (MVC) paradigm which is a widely accepted design pattern for developing object oriented user interfaces (UI). It provides an effective way of relating UI layouts to an underlying data model.

) Model ‡ Specific representation of data ‡ Consists of context and context nodes that link the fields of a view to the underlying business layer (the BOL) View ‡ Handles the visual output ‡ Responsible for rendering the output and relevant UI controls. such as data fields and buttons (received from the controller) ‡ User input is passed from the view to the controller for processing Controller ‡ Handles the interaction logic ‡ Provides the link between view and model of a MVC application ‡ Receives all user input and organizes reaction of application Presentation Layer Request Controller Drives Interaction Logic set Model Links to underlying Structure get View Response Handles Visual Output 59 .UI Concept: Model View Controller (cont.

etc. IS-U. controller.User Interaction The figure below shows how the view. Correct data is available in the view. Controller calls underlying data model (Business Objects) 4. and model make up the UI layer of the CRM WebClient.g. Response is sent to User Interface 60 . Data in model is provided by Business Engine (database) and structured in Business Layer 5. User inserts a request (e. CRM WebClient Create Service Ticket user input data output 1 Request Presentation Layer (BSP) 2 Controller View 1. View Controller is initialized and request is passed 3. mySAP ERP. web page structure is built 3 Model Service Ticket created 6 Response 5 Business Layer BOL: Business Object Layer data structures of the BOL holding business objects for the IC WebClient session GenIL: Generic Interaction Layer GenIL Model and Implementation Classes connecting BOL to APIs 4 CRM API API API IS-U Business Engine (my SAP CRM.) 6. Create Service Ticket) 2.

MVC Architecture CRM SYSTEM © SAP 61 . A component is an ABAP Object Oriented class which implements the component interface. But: how are this concepts technically implemented in the CRM application? The MVC model is implemented by means of UI Components.General Concepts: Comparison MVC Architecture / CRM System The previous slides explained abstractly how the technical components of the CRM WebClient work together in the architecture concept.

This transaction represents the MVC architecture and allows access to the classes and methods of its elements. Controller: Class (*IMPL) Model: Context and Context Nodes (*CTXT) Controller: Methods for Event Handling and Navigation View: Layout Definition (*htm) 62 . views and contexts can be accessed via the Component Workbench.MVC Architecture in CRM System The components and their corresponding controllers.

Context nodes represent data in the structure of Business Objects. ‡ Attributes: Each field displayed at the view is linked to an attribute of a context node.Component Workbench: Component Structure Browser Example: View Structure of the view Account Details. The model of CRM WebClient BSPs consists of contexts and context nodes that link the fields of a BSP view to the underlying BOL. ‡ Context: The Context class with the suffix CTXT ‡ Context Node: The Context Node with suffix CNxx. Both context and context nodes are implemented as ABAP classes. 63 .

In the runtime repository. The BSP Component Workbench is the central framework modeling tool. 64 . and provides access to a variety of functions. you can see and edit the view set composition (which views are assigned to a view area and which view areas belong to a view set).Accessing the Component Workbench To work on UI Components SAP provides the so called BSP Component Workbench. It can be accessed via IMG or with transaction code BSP_WD_CMPWB It offers the following main access points: ‡The Component Structure Browser provides access to the objects of a UI Component ‡The BOL Model Browser shows the business object layer (BOL) model of a UI component. ‡The Runtime Repository Editor shows the runtime repository of a UI component.

System Demo 1: Component Workbench 65 .

which implements the component interface. Structure Component: ‡ Bundle of windows. interfaces to outside) ‡ Can have multiple instances at runtime ‡ Technically mapped to BSP application Component Controller Custom Controller Window IP View OP View IP View ViewSets ViewSets ViewSets OP Component 66 . With the new CRM UI Framework a new concept is introduced as valid for all Applications which are based on this Framework. views and custom controllers ‡ Self-contained reusable unit (own runtime repository. view sets.Component Workbench: Structure of UI Component A component is an ABAP Object Oriented class.

Windows. 67 . Custom Controllers: Organizes cross-view data transfer. and Views is supported by wizards ‡ Each component consists of several runtime objects ‡ Most important ones are Windows. Views: Main programming and UI Configuration objects. Reduces retrieval of data from the BOL.Component Workbench: Component Structure Browser ‡ Inventory of Components ‡ Creation of Component Controller. Custom Controllers and Views Windows: Contains all Views that should be displayed. Custom Controllers.

Activities«). 68 .Component Workbench: BOL Model Browser The BOL Model Browser shows the business object layer (BOL) model of a UI component. BO can be hierarchically aggregated in order to create an Object Model. This BOL model is assigned to the UI component via the runtime repository. Employees. Accounts. Orders.g. which characterize a Business object (e. The BOL Model Browser is available only if this assignment exists. ‡ ‡ ‡ ‡ ‡ ‡ ‡ Root Objects Access Objects Dependent Objects Search Objects Search Result Objects View Objects Dynamic Search Objects Business Object Group of unstructured attributes.

Each Component consists of several design objects consolidated in the Runtime Repository.Component Workbench: Runtime Repository The runtime repository editor of the component workbench is the tool which displays and maintains the Runtime Repository for a Component. Models: Assignment of the component set Windows: Assignment of Views to Windows View Sets: Combination of Views to one Screen Navigational Links: Description of Navigation Component Interface: Interface of Component Elements to the Outside Component Usages: Usages of (other) Components 69 .

Component Workbench: Runtime Repository (cont.)
‡ Each component has its own runtime repository file (which it means that any component can be autonomously executed) ‡ It acts like a catalogue containing views, viewsets and the composition of views within viewsets, navigational links (with target and source view) and inbound and outbound plugs definitions ‡ Technically stored as .xml file

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Agenda
‡ SAP CRM Web UI
± Architecture ± UI Concept and UI Component Concept ± Navigation Bar and Business Roles ± UI Configuration ± Personalization ± Additional Features ± BOL & GenIL ± Knowledge Check

‡ Q&A and Day 1 Wrap-up
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Navigation Bar
Navigation Bar

‡ Allows direct navigation to all entry pages ‡ Provides two levels of navigation:  1st level navigation  2nd level navigation

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For example Navigation Bar can differ between departments (marketing vs.Navigation Bar and User Roles: Navigation Bar by User Role Business Requirement Differentiation of User Menu according to user¶s Business Role. or depend on positions in organizational chart (sales managers vs. agents). sales). Sample Different Navigation Bar menus between Sales Professionals and Marketing Professionals Sales Professional Marketing Professional Tips & Tricks Early identification of required roles to determine the different navigation bar menus. 73 . A limited number of navigation bar entries helps to avoid relevant maintenance effort. System functionalities available to users can be selected depending on client¶s organizational requirements and needs.

Unit Position User / Bus.Navigation Bar and User Roles: Role-/Navigation Bar Customizing: Assignments Organization Model Org. Partner Business Role Navigation Bar Profile ‡Work Center Pages ‡Work Center Link Groups ‡Direct Group Links TX: CRMC_UI_NBLINKS TX: PPOMA_CRM Role SM30: Configuration Key CRMV_UI_CONFIG PFCG* Role ID Technical Profile Layout Profile Functional Profile *PFCG: Profile Generator 74 TX: PFCG SM30: CRMV_UI_PROFILE .

The Navigation Bar Profile Links and the Authorizations for users contains Direct Link Groups and Work ‡ User Assignment Centers ± The Business Role is assigned to an ± Logical Links are assigned to the Direct organizational unit in the Org. the Logical Work Centers.Navigation Bar and User Roles: Role-/Navigation Bar Customizing: Terminology Definition The Role-/Navigation Bar Customizing controls based on Business Role how the Navigation Bar is structured and which links are available on the Work Center / Home / Report Pages and in the Direct Link Group. Terminology ‡ Business Role ‡ Navigation Bar Profile ± The Business Role is the determines the ± Link Groups structure the Logical Links for content of the Navigation Bar. Model Link Groups ± The user is assigned to an organizational ± Work Center Groups are not visible in the unit as well application ‡ Authorizations ± The Business role is assigned to an Authorization profile via a PFCG role 75 .

System Demo 2: Navigation Bar and User Roles 76 .

Agenda ‡ SAP CRM Web UI ± Architecture ± Concept and UI Component Concept ± Navigation Bar and Business Roles ± UI Configuration ± Personalization ± Additional Features ± BOL & GenIL ± Knowledge Check ‡ Q&A and Day 1 Wrap-up 77 .

‡ It enables advanced users to configure the layout of the view without handling and writing HTML code ‡ It enables the user to perform basic configuration activities. Presentation Layer Controller CRM WebClient User input Request Drives Interaction Logic Model set Links to underlying Structure View Response Data output Handles Visual Output get Business Layers Business Engine (BOL and GenIL) (Databes tables) 78 .UI Configuration Tool ‡ The UI Configuration Tool acts at the level of the views and the CRM UI Web Client.

SAP GUI: Via the BSP Component Workbench Enter the UI Configuration Stool via the Configuration tab of the BSP Component Workbench Select the correct view of the component 79 .Access the UI Configuration Tool Before you start the configuration of a specific screen you need the technical name of the component which contains the view and the technical name of the view: Choose F2 in the CRM WebClient Application to get the technical information You can access the UI Configuration Tool in SAP GUI and in the CRM WebClient UI.

Directly from the CRM Application: Configure Page > Enter UI Configuration Tool Show Configurable Areas Prerequisite: The configuration mode has to be activated in the personal settings. Navigation Bar: Access the UI Configuration Tool via the Administration work center (logical link: BSP-DLC-VC) Enter the component Select the correct view 2.Access the UI Configuration Tool (cont. otherwise the configure page icons are not available 80 .) CRM WebClient UI: 1.

UI Configuration Tool: Configuration Differentiators Sample Do not change the standard configuration but copy it to an own configuration and modify that. dependent on the country where the system is used different address schemes ( European or US scheme) are used. Configuration can be stored according to differentiators. E. using the following parameters: Role Configuration Key: Layout Profile Key contained in Business Role Component Usage: Component with an interface can be included in other components and therefore have different usage depending on component Object and Object Subtype: Application specific parameters (allows to create content type dependent configurations) Tips & Tricks Different Configurations can be used to display the view according user specific parameters. 81 .g.

the type of a field (input.«) is defined in the properties getter method of the field and the property ³Display only´ depends on the implementation of the input-readiness getter method as well. rename field labels and set field to mandatory / display only. Create new configuration 2 4 3 3 2. Shift fields 3. 82 .g. 1 1. E. Change field properties 4 4. Add / Remove fields Tips & Tricks The configuration of a view can be influenced by the implementation of field getter methods. checkbox.UI Configuration Tool: Configuration of View Business Requirement Configure an existing view according customers requirements: Add / remove / shift fields from field set.

Topic: Customize a standard Detail page by using the UI Configuration Tool directly out of the WebUI. you will be able to: ‡ Access the UI Configuration Tool ‡ Customize a standard Detail page in the Web UI.Exercise 1 Customize Detail Page Unit: Customizing of a Web UI view. At the conclusion of this exercise. 83 .

Requirement Layout change. e.g.UI Configuration To adapt the user interface of SAP CRM to customers business needs a bundle of framework tools is available. move a field Add existing field to UI Layer UI Configuration Tool Business Layer (BOL) Add a new custom field to the data model Custom Field Tool Software Layer Presentation Layer (BSP) Interaction Layer (genIL) Easy Enhancement Workbench (EEWB) API Business Engine Application Enhancement Tool (AET) Business Engine Tables 84 . The figure below shows the relationship between the requirements. the corresponding tools and the affected software layer.

Sales Orders etc«) ± Account Planning ± Marketing Planner Enhancement through all layers 85 . ‡ Once a field has been created. ‡ Main CRM Objects that can be enhanced with the EEWB are: ± Business Partners ± Business Partner Relationships ± Business Transactions (Activities.Easy Enhancement Workbench: Overview ‡ Customer Specific Fields can be added to CRM Web Client UI by means of the Easy Enhancement Workbench (EEWB). the UI configuration tool can be used to configure these fields.

± When multiple values have to displayed for the same object. a table should be used. are split into two main groups: ± When a single value has to be displayed. objects that can be created. Objects to create Fields Single value/Flag Free Input or Dropdown List Tables Multiple values Free Input or Dropdown List Check table to filter values 86 .Easy Enhancement Workbench: How To EEWB ‡ Depending on requirements. a field should be used.

Easy Enhancement Workbench: Enhancement Process FIELD Add new fields with EEWB TABLE Add new table with EEWB (BP & Business Transaction) Tables / APIs are generated New Object / relations in BOL are generated Create (manually view in Component Workbench) Fields are available in the field set of the UI Configuration Tool CRM Tables / APIs are enhanced Fields are available in BOL (within the EEWB including the corresponding object) Fields are available in the field set of the UI Configuration Tool (for the corresponding view) Position fields on the screen & set attributes UI CONFIGURATION TOOL Position fields on the screen & set attributes 87 .

characters. change. and to display. dates. numbers« ± Reusing fields in other business objects. ‡ It is possible to search for enhancements. if they are based on the same enhancement place 88 . ± Using different data types. It features: ± Creating custom fields ± Defining dropdown list boxes for custom fields ± Translating field labels and entries in dropdown list boxes ± Assigning search helps and check tables to custom fields ± Making new custom fields available for search criteria and/or result lists... e. CRM Mobile. times.Application Enhancement Tool: Overview ‡ The Application Enhancement Tool (AET) provides a UI based overview over all enhancements. or delete enhancements.g. Business Intelligence (BI) reporting. create. R/3 Adapter.

UI Configuration of Application ‡ Enable the configuration mode in the general settings on the central personalization page of SAP CRM ‡ Choose one of the symbols for UI configuration in the header area of the application ‡ To start the Application Enhancement Tool. click Show Enhancements in the Configurations block 89 .Application Enhancement Tool: Start the Application Tool Overview There are three different ways to start the Application Enhancement Tool in SAP CRM.

‡ To start the Application Enhancement Tool. click µShow Enhancements¶. Navigation Bar ‡ Start the Application Enhancement Tool directly in the navigation bar of the system administrator role ‡ Choose µEnhance Applications¶ in the Administration work center ‡ Search for enhancements at the Search page 90 .Application Enhancement Tool: Start the Application Tool (cont.) UI Configuration of Administration Work Center ‡ Choose µView Configuration¶ in the navigation bar of the Administration work center (system administrator role) ‡ Enter a UI component. and choose a view.

Check table. ‡ Assign existing value help from dictionary:  Value help (Search help. Dropdown list box ‡ Key Features and Benefits: ‡ Increase efficiency by reducing the task of maintaining the same field labels on every view they are visible ‡ Centralized way to maintain field labels ‡ Reduce the number of fields within the UI Configuration Tool that are not needed (e. The design layer features: ‡ Rename field labels ‡ Hide fields Set a field to µHidden¶: Field isnµt visible for the end user in the application ‡ Set a field to ÃField excluded from field setµ Field is not visible in the field set of the UI ConfigurationTool (This will be used to reduce the available fields in the field set). ‡ The design layer links UI-related settings to design objects. which span several views that implement the same business content. Checkbox.g. technical fields) 91 . Domain values)  Field type (Input field.Design Layer Customizing ‡ Design Layer was introduced to give a more simple and easy to use functionality for changing several UI Components on one time.

and define load option for blocks and more Use parameters to save your configuration Use customer-specific fields within view configuration Add customer-specific fields and tables to existing business objects Implement same configuration content for several views Assign value helps / drop down list boxes from data dictionary for customer specific fields Create/ Enhance UI components. context nodes. add fields/columns from field set. define value helps / drop down list boxes Change Navigation Bar (1st & 2nd level navigation). remove fields/columns. Business Role Customizing Add customer-specific fields to existing business objects Design Layer Customizing Easy Enhancement Workbench (EEWB) Tool UI Configuration Tool BSP Component Workbench Navigation Bar / Business Role Customizing Application Enhancement Tool (AET) 92 . rename labels. Logical Links. create own views.. Configure buttons.Configuration Overview Task Configure views: position fields/columns. set fields to mandatory/display only.

93 .System Demo 3: UI Configuration via Component Workbench Unit: UI Configuration via Component Workbench Topic: Open and customize a view in the UI Configuration Tool from the UI Component Workbench.

Agenda ‡ SAP CRM Web UI ± Architecture ± UI Concept and UI Component Concept ± Navigation Bar and Business Roles ± UI Configuration ± Personalization ± Additional Features ± BOL & GenIL ± Knowledge Check ‡ Q&A and Day 1 Wrap-up 94 .

) ‡ Activate screen reader mode ‡ Enable Configuration Mode ‡Define the settings for the groupware integration in SAP CRM (e. date/time format. ‡ Change/Check Personal data.Role. ‡ Most of the functions to personalize the user interface of SAP CRM are conveniently accessible on the central personalization page.Personalization ‡ You can use a bundle of tools and options to set up and personalize SAP CRM to your individual preferences. currency etc. ‡ Change current password ‡ Change/Check general settings (time zone.g. MS Outlook) 95 . assigned Bus.

# of recent items) Set up personal keyboard shortcuts Personalize your favorites for the home page subscribe to your personal feed. Bar (e. Links in Nav.) Enter the central personalization page ‡Change Layout (Skin. Text) ‡Pers. Enter the link to your feed reader 96 .g.Personalization (cont.

visibility and order of Assignment Blocks) ± Tables and Lists (e. 97 .g. In most of the cases the changes can be reset to the default settings that are defined within CRM customizing.g.) When you log on. all pages have a particular default layout. order and visibility of columns) ± Home page (arrangement of Assignment Blocks) You can find some examples on the next pages. but you can personalize your pages. Via drag and drop or enter the personal setting options via this button Options for layout personalization: ± Overview page (e.Personalization (cont. Note: The personalize settings are saved for your personal user account.

For example they can only show or hide fields.Personalization: Personalize Tables Business Requirement User should have the possibility to create his own Table Layout (within certain degree of freedom defined in configuration by system experts). Solution Each user can define: ‡ Column to visualize (within the ones defined as available in configuration) ‡ Column order ‡ Column width ‡ Number of displayed lines Tips & Tricks User personalization cannot overrule page configuration. which are already available for the screen. That means that user can only personalize tables in the borders of the given configuration. 98 .

g.Personalization: Personalize Home Page Business Requirement User should have the possibility to create their own Home Page Layout (within certain degree of freedom defined in configuration by system experts). 99 . Solution Each user can define: ‡ Assignment Block to visualize (within the ones defined as available in configuration) ‡ Assignment Block Layout Tips & Tricks Home page personalization could be deactivated if users must not have this flexibility (e. to simplify application maintenance).

Agenda ‡ SAP CRM Web UI ± Architecture ±« ± UI Configuration ± Personalization ± Additional Features ± Transaction Launcher ± Task Based UI ± BOL & GenIL ± Knowledge Check ‡ Q&A and Day 1 Wrap-up 100 .

Steps to follow in order to configure the transaction launcher: ‡ Define URL Repository (URLs and BSP transactions) ‡ or Define Logical System and Create BOR Object Type (BOR transactions) ‡ Configure the Transaction Launcher ± Follow wizard steps ‡ Integrate the URL into the Navigation Bar ± Define Logical Link ID ± Define Direct Link Group and assign Logical Link ± Assign Direct Link Group to Navigation Bar ± Adjust the definition of Business Role to activate the Logical Link 101 .Transaction Launcher: Introduction Transaction Launcher can be used to launch URLs (and BSP transactions from other systems) or BOR transactions of any SAP system.

Agenda ‡ SAP CRM Web UI ± Architecture ±« ± UI Configuration ± Personalization ± Additional Features ± Transaction Launcher ± Tasked Based UI ± BOL & GenIL ± Knowledge Check ‡ Q&A and Day 1 Wrap-up 102 .

‡ Every step represents a small. A view can be assigned to every step.Task Based UI You can build task-based user interfaces (UIs) to make it easier for users to perform their daily tasks. easy part of the overall task. ‡ The user interface is structured in several steps. ‡ In the UI configuration. 103 . ‡ You can define the steps of the task-based UI and define the order of these steps. ‡ The users are guided through these steps to accomplish their task. you can select the views that you want to use for the task-based UI. The user interface dynamically supports users in performing their daily tasks.

The current step is highlighted in the topline Ãbreadcrumbµ navigation. 104 .Task Based UI ± Example These screenshots show an example for succesive steps of a process dealing with a certain task (flight booking).

you can define an optional explanatory text for every step. 105 .Task Based UI ± Configuration ‡ In the configuration you can assign views to the Task Based UI. ‡ Additionally. ‡ You can easily define the order and the name of each step.

Agenda ± Day 1 ‡ SAP CRM Web UI ± Architecture ± UI Concept and UI Component Concept ± Navigation Bar and Business Roles ± UI Configuration ± Personalization ± Additional Features ± BOL & GenIL ± Knowledge Check ‡ Q&A and Day 1 Wrap-up 106 .

‡ Generic Interaction Layer (GenIL) The GenIL handles the data transfer from the BOL to the Application Programming Interfaces (APIs) of the underlying (CRM) business engine (application logic and database tables). Business Object Group of unstructured attributes. SAP ECC. Employees. Accounts.Business Layer The business layer consists of the: ‡ Business Object Layer (BOL) The BOL stores data of business objects such as business partners and sales orders.g. 107 . nonSAP. In other words. Activities«). the GenIL connects the BOL to the underlying business logic and database through the Application Programming Interfaces (APIs) of the underlying application (which can be even different from SAP ERP Systems (e. Orders. It was implemented to guarantee the separation of the CRM WebClient UI and the underlying business logic. which characterize a Business object (e. BO can be hierarchically aggregated in order to create an Object Model.g. during runtime of a WebClient session.«).

Business Object Layer and Generic Interaction Layer Data structures of the BOL hold Business Objects for CRM web client sessions GenIL Model and Implementation Classes connect BOL to CRM APIs and DB e. SAP ISU. Siebel« 108 . MS Excel. SAP ERP.g.

but instead. Search Result Object The result object of a search request is an associated access object at the uppermost level of the hierarchy. Its ID can be used to determine both its attributes and those of its dependent objects. Root Object A root object is the superior element within a group of objects that are aggregated to one another in a ³parent-children´ hierarchy structure. whose ID can be used to determine both its attributes and those of its dependent objects. Dependent Object A dependent object is a ³children´ object. Search Object A query object is a special type of BO whose attributes are the parameters of a search request. only or together with the ID of the superior object. It is possible to create select options by combining these parameters.Main BOL Business Object Types ‡ Access Object An access object is a special type of BO. 109 ‡ ‡ ‡ ‡ ‡ . Dynamic Search Object A dynamic query object is a type of BO whose attributes are the parameters of a search request. whose attributes cannot be determined solely from the ID of this BO.

Very useful for testing queries.Business Layer Tools GENIL_MODEL_BROWSER Visualizes the BOL model and the relations between BOL objects. GENIL_BOL_BROWSER Test data retrieval from database to BOL through the GENIL. 110 .

Underlying BOL model . domains«) to which UI attributes refers to 111 .Genil Model Browser ‡ System ³representation´ of data binding ‡ BOL Model Browser enables accessing: . data elements.Database entities (fields.

112 . you will be able to: ‡ Explore the Genil model via the Genil model browser ‡ Examine the Genil data model and the relations between BOL objects modeled in the Genil Additional information: ‡ Answer some questions to the Genil model by using the Genil Model browser. TX: GENIL_MODEL_BROWSER At the conclusion of this exercise.Exercise 2 Genil Model Browser Unit: Genil Model Browser Topic: Explore the Genil Model Browser.

113 . you will be able to: ‡ Explore the BOL via the Genil BOL browser ‡ Examine and change the values BOL object attributes ‡ Execute queries Additional Information: ‡ Answer some questions to different BOL objects and queries by using the Genil BOL browser. TX: GENIL_BIL_BROWSER At the conclusion of this exercise.Exercise 3 Genil BOL Browser Unit: Genil BOL Browser Topic: Explore the Genil BOL Browser.

Agenda ‡ SAP CRM Web UI ± Architecture ± UI Concept and UI Component Concept ± Navigation Bar and Business Roles ± UI Configuration ± Personalization ± Additional Features ± BOL & GenIL ± Knowledge Check ‡ Q&A and Day 1 Wrap-up 114 .

Knowledge checks occur at the end of each day or can be included at the end of longer topics. Knowledge checks are review questions listed on the slide for the participants to answer. 3.Knowledge Check 1. 115 . Knowledge checks tie back to learning objectives and key content covered in the day. Answers should be added to the Faculty Guide (Knowledge Checks section). 2.

Knowledge Check 116 .

Name the four parameters by which the configuration of a view is differentiated. What are the main Layers? 2. 5. Name the different configuration tools and describe them. The CRM WebClient is based on a multi-layer architecture on the server side.Knowledge Check 1. What is the difference between BOL objects and context nodes? 3. How can you find out the technical name of a view? 6. 117 . Which parts of the GUI are depending on the business role. 4.

Agenda ‡ SAP CRM Web UI ± Architecture ± UI Concept and UI Component Concept ± Navigation Bar and Business Roles ± UI Configuration ± Personalization ± Additional Features ± BOL & GenIL ± Knowledge Check ‡ Q&A 118 .

Lessons Learned ‡ We have introduced ourselves and exchanged our expectations ‡ We have now a first understanding of SAP CRM 7.0 ‡ We can now explain the concept of CRM Web UI ‡ We have now a basic understanding how to configure the UI and some additional features ‡ We can now explain the purpose and the structure of a Business Role 119 .0 functionalities ‡ We understand which enhancements have been introduced with SAP CRM 7.

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