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SAPtips4On CRM


February / March 2007 Volume V Issue 1

Enhancing SAP’s Customer Interaction Center Workspaces
with WebClient or WinClient
By Scott Cameron, SAP CRM Consultant

Editor’s Note: Does it often seem From the WinClient perspective,
that every tool or new functionality the expansion will be controlled by
only brings with it more layers of com- the end user and gives the end user
plexity to learn and conquer? Well, the freedom to expand his or her work
we can’t eliminate all of these, but One of the main areas. These areas are controlled with
with Scott Cameron’s expert advice a button on the toolbar. Figure 2 dis-
we can help you make the CRM Cus- drawbacks of plays the Toolbar buttons.
tomer Interaction Center workspaces
a little easier to navigate. This may WinClient is the rigid By clicking these buttons you can
seem like a trivial matter, but when expand the working area. Figure
you add the keystrokes and time Call Center structure. 3 shows an expanded navigational
saved by the end of the day, you’ll area. This will allow the user to max-
realize just how big it really is. Scott imize the screen. If you are looking
takes you through the configuration for a monitor for your call centers,
and points out the pros and cons of you should know that SAP devel-
the WebClient vs WinClient platforms ops their programs for a 19” moni-
along the way. Call the doctor and You’ll notice that one of the main tor. Anything greater than 19” does
cancel the appointment. It looks like drawbacks of WinClient is the rigid not maximize the WinClient scrolling
you won’t be needing that carpal Call Center structure. Figure 1 shows functionality.
tunnel surgery after all. the standard WinClient profile.

One of the questions I have been
asked most frequently over the years
is “can we expand and collapse the
Customer Interaction Center (CIC)
workspaces to reduce the need for
scrolling?” The answer to this ques-
tion is “yes”. In this article I outline
the configuration needed to expand

both the navigational and applica-
tion workspaces. All of this configu-
ration is standard, and is supported
from version 3.0 to 5.0.

First you’ll need to determine which
platform best suits your purpose. For
years there has been a debate as to
whether WebClient or WinClient is
the best platform for your CRM Cus-
tomer Interaction Center (CIC). At
the close of the article, I’ve inserted
one of my “Quick Hits”, to outline
the main differences between CRM
WinClient and WebClient. Hopefully
this will help you choose the best
approach for your environment. Figure 1: Standard WinClient Profile SAPtips © 2007 Klee Associates, Inc.

com SAPtips © 2007 Klee Associates. Now to configure this. SAPtipsJournal Once in this screen. you control the frameworks assigned to the pro- file. as shown in Figure 4. select the office Framework ID. Select the ID for the Framework in which you would like to have this functionality. Remember. you control the frameworks Figure 2: Toolbar Buttons assigned to the profile. Access it through the menu path IMG ‡ Customer Rela- tionship Management ‡ Interaction Center WinClient ‡ Definition of Office Framework ‡ Define Office Framework ID and Parameters. you need to access the IMG within the office framework. . just click the Expand/Collapse button again. SAPtips4On CRM Page  February / March 2007 Volume V Issue 1 To collapse the screen and return it to the standard. Remember. Figure 3: Expanded Navigational Area SAPtips. Inc.

If you would like to add expansion capabilities to just one Framework. double- click on the Assignment of Hidden Components to Framework IDs fold. Remember to save your changes Note that this configuration is a er. you must transport this ent profile setup and assignment. SAPtipsJournal Next you will need to add the assignment of the hidden compo- nents. This will give you the func- tional assignment to be accessed from the WinClient profile. and then you will assign the hidden components. Since this is a configu. You will need to add the entry of along the way. such as the navigational area only. You will need to add entries for Slot 5 and Slot 6. Your screen should look like the Figure 5: Visible Components one in Figure 5. you can. Remember this is not an all or nothing configuration. Inc. This piece of configuration is used to Figure 6 shows this configuration. rable object. . First you will assign the visible components. expand the functionality of your CIC SAPtips © 2007 Klee Associates. Once high- lighted. SAPtips4On CRM Page  February / March 2007 Volume V Issue 1 Figure 4: Framework ID Selection Screen This configuration is a two-part step. double-click on the “Visible Components” folders on the left tree structure. through your landscapes. Figure 6: LAYOUTSWITCH Configurations To access the next screen. supplement to the standard WinCli- the LAYOUTSWITCH. The profile is assigned to the users to control the screen layouts. First the visible components: select the ID of the Framework you would like to add the buttons to.

but new developments are you are planning to integrate the CTI focused on the IC WebClient. ≈ I haven’t written a “Quit Hit” for out. . and the busi. Scott separate customizing path for IC has nine years of SAP implemen- WinClient and for IC WebClient. In previous versions of the Web- applications CRM_IC or CRM_IC_ Client. This is the first WinClient uses the typical SAP. and Workflow configuration. if WinClient. assigned to another set of users. and the support- area with the WebClient. ness logic is the same for both UIs. where we are today? SAP WebClient training. whereas the WebClient is based principles of the standard functional- on BSP developments (standard BSP ity. four years managing the sale and implementation of the SAP CRM the WinClient. I would recommend the WebClient for this. screens. I that both UIs should be comparable! hope this information will help pro- vide some insights to make your life Furthermore. since you can “easily” es as SAPtips © 2007 Klee Associates. Scott’s email address is Quick Hits: change screen fields. Within a single instance of SAP CRM. Since most likely you’re users and have a WinClient profile familiar with Dynpros. Inc. (telephony functionality).0 version has increased functional- ity of the WebClient. basic data transfer between AUTO for automotive industry).Cameron@SAPtips. For performance and stability.0 this basic with little configuration effort. from an end-user with CRM a little more satisfying.0 version. MM. a deep track record in SAP R/3. In version 5. these platforms has been rewritten although SAP is catching up in that for the WebClient. version that truly supports the basic GUI. and he is an expert on SD Pricing The IC WebClient is much more and Variant Configuration process- flexible. you can use two different CIC The User Interface: that’s the dif. SAP claims ing platform is moving forward. For performance and perspective. You can inte- must be overdue. ities) are the same within both user tion screens. Additionally. and such. and also R/3 pro- This Quick Hit is WinClient vs cesses and/or Internet pages. with Scott Cameron is a former Big Five an overview that is much simpler and Consultant who has spent the last are better off with more would not transfer to the transac- enhance your end-user experience. But I would not take SAPtips for quite some time. however. up through the cur- is done separately. which includes (They sometimes overlap. tation experience. the screens just was not there. grate your own BSP developments in the IC WebClient. profiles: one a WinClient and the ference for WinClient Dynpro and other a WebClient. WebClient to one profile and set of er Page). lay. Customizing for both applications application. SAPtips4On CRM Page  February / March 2007 Volume V Issue 1 working environment. SAP does still support IC functionality is there. but does principles (processes and functional. The WebCli- stability you ent is much more user friendly. the way of using the two tools is quite different. you The functionality and integration of are better off with the WinClient. so do not implement both UIs at the His R/3 background includes SD. You can assign a for WebClient BSP (Business Serv. WebClient – the differences between SAPtipsJournal them. 5. same time on the same server). so I “easy” in a literal way. I’d recommend that you to attend the Finally. Data SAPtips. You will have a rent 4. You should know that the basic from the BP search screen simply ration is not widely known. In addition. This configu. Scott. interfaces.

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