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

Getting to Know Each Other

Lets 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

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

Overall Course Objectives

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

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

Definitions
Definition SAP CRM
SAP Customer Relationship (SAP CRM) is an application which provides best-in-class functionality for marketing, sales, and service. By supporting customer-facing business processes across multiple interaction channels, 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

SAP CRM General Information and Highlights - 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, sales, and service Extensive analysis as a basis for decision making Seamless integration with SAP Business Suite solutions and other applications
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History of SAP CRM

The first version of SAP CRM was launched in 1999. 2005 SAP CRM (2005) 5.0, targets such key cross-industry business capabilities as service management, marketing resource management and mobile sales for handhelds. Powered by the SAP NetWeaver platform, the new system features dashboard-like embedded analytics. SAP CRM (2007) 6.0, the UI is much improved compared to CRM 2006s and uses Web 2.0 principles where users can drag sections of the screen around to personalize them for themselves. 2008 SAP CRM 7.0, increased Personalization and improved UI Tools. New functions like Loyalty Management and improved TPM.
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SAP Business Suite

The SAP Business Suite is a bundle of business applications that provides integration of information and processes, collaboration, industry-specific functionality, and scalability. 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.
SAP

10

SAP Business Suite (cont.)

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

Enhancement vs. Upgrade

SAP enhancement packages deliver product flexibility and technology advancement at the same time. Customers no longer have to wait 24 or 36 months for critical functionality.
SAP enhancement packages are optional packages that deliver new or improved business functions that you can deploy selectively, while the core applications remain stable. During an upgrade all software components are updated. SAP delivers minimally disruptive innovation with enhancement packages. For all the core applications of SAP Business Suite 7 software SAP enhancement package 1 is planned for the second quarter of 2010.
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SAP CRM (7.0) Availability

SAP CRM (7.0) Availability and Maintenance

You can find this information of Product Availibility Matrix on the SAP Support Portal: https://websmp109.sap-ag.de/pam.
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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

14

SAP CRM Overview Key Functionalities

In daily business various departments like Marketing, Sales and Service interact directly and regularly with customers. From a software point of view these employees need to have support to fulfill their daily tasks in an efficient and customeroriented way.

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

SAP CRM Key Marketing Capabilities Business Value

Manage and coordinate marketing activities globally, regionally, and locally Multi-channel support to ensure one face to the customer Tight integration with financials, accounting, and supply chain Leverage Business Intelligence and CRM analytical capabilities for improved visibility and insight into marketing operations Broad functional spectrum Modular, scenario-based implementation to ensure fast return on investment
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Key Processes and Benefits in Sales

Key processes
Customer order management, 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

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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
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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

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Key Processes and Benefits in Service

Key processes
Service request, service order, 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

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SAP CRM Key Service Capabilities Business Value

Accessibility, Visibility, 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 R/3 Controlling, and SAP R/3 Human Resources

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Key Processes and Benefits in Web Channel

Key processes
E-Marketing E-Commerce E-Service Web Channel Analytics

Major benefits
Personalize each customers buying experience Provide convenient, 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

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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- Analytics

Catalog Management
SAP

Marketing Management

Business Partner

Order Management

Contract Management

Service Management
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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, and reporting Integrate with interaction centre infrastructure e.g. systems, computer telephony, e-mail, and Web servers Achieve a higher ROI

SAP

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SAP CRM Key Interaction Center Capabilities - Business Value

Interaction Centre uniquely allows to make every interaction a successful and valuable one for the customer.
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
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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

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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.

Channel Manager Channel Partner

Customer

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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

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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

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Key Processes and Benefits of CRM Analytics

Key processes
Integrated suite of analytical and planning solutions

Major benefits
Measurement, prediction, planning and optimization of customer relationships

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Key Processes and Benefits of CRM Industry-specific Solutions

Key processes
Includes all general CRM functionalities, BUT Supports especially several industryspecific CRM processes

Major benefits
Addresses unique needs and complete, end-to-end requirements of all major industries

Examples:

Automotive. Chemicals Consumer products Retail. Telecommunications Professional services Public sector

High tech Industrial machinery and components Media. Utilities Oil and gas Wholesale distribution
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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

34

Changes Since SAP CRM 5.0

A real breakthrough in CRM 2006s release: a completely web-based user interface, which replaces the SAP GUI in all system management functions. 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.g. Web Services and non SAP application)

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Highlights of SAP CRM 7.0 New Web UI

CRM WebClient provides a New productivity tools, such role-based workspace for end as table graphics and smart users. value help. Extremely easy to use Enhanced Personalization, intuitive, simple navigation, such as tile layout support and consistent with Web 2.0 user customized icons. experience. Enables higher productivity. Easy to adapt Tools to facilitate easy creation of custom field configuration, screen layouts, personalization by end user.
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New Features of SAP CRM 7.0

SAP

37

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

38

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

39

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

Home Page
The Home Page is the starting point for all user in daily business. It contains the most important personal information and access to the most frequently used tools.
The Homepage

The Homepage provides: A quick Overview of the Current Day Hyperlinks to more det. 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
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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).
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)

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

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, email inbox,).

b)

b) Create Quick links you can determine frequently used items as quick links. c) Recent Items lists the last viewed business objects

c)
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Work Center
Every first level menu (Accounts, Orders, Activities.) item has an individual work center page. It contains a set of shortcuts and access to all work center-related components.
The Work Center page

Is opened by choosing the firstlevel navigation entry directly, 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

Work Area
The Work Area can contains different page types (entry pages, content pages, support pages).

Work Area

Entry pages Content pages Support pages

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Work List
The work list provides a complete overview of information pushed to the user. It is divided in to alerts and workflow tasks.
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, approval workflow, accept lead workflow, lost opportunity alert, and so on) Within a role, smaller content areas for alerts and workflows can be embedded directly in the home page

47

Overview Page
The Overview Page provides a summary of all important information regarding a single object [e.g. Account, Contact, Activity, Sales Order, Service Order.] in display mode.
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

Advanced Search
The advanced search provide the user with comprehensive, 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
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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

50

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. 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

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

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, such as Simple Object Access Protocol (SOAP), HTTP(S), 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

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.

54

CRM WebClient Architecture (2 of 3)

Business Layer (BOL and GenIL) Holds the data structure of business objects during a CRM WebClient session, such as business partners or products and handles transactions. It consists of two layers:
 Business object layer (BOL): The business object layer saves the business object data, e.g. sales orders, 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. It is the connection between the business object layer and the underlying business engine.
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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.g. ERP objects such as Employees or Sales Orders)

56

CRM Architecture Representation

The graphic below explains how the technical components of the CRM WebClient work together in the architecture concept.

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

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.
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 (cont.)

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

User Interaction
The figure below shows how the view, controller, and model make up the UI layer of the CRM WebClient.
CRM WebClient
Create Service Ticket user input data output

1
Request

Presentation Layer (BSP)

Controller View

1. User inserts a request (e.g. Create Service Ticket) 2. View Controller is initialized and request is passed 3. Controller calls underlying data model (Business Objects) 4. Data in model is provided by Business Engine (database) and structured in Business Layer 5. Correct data is available in the view; web page structure is built

Model

Service Ticket created

Response

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, mySAP ERP, IS-U, etc.)

6. Response is sent to User Interface

60

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. But: how are this concepts technically implemented in the CRM application? The MVC model is implemented by means of UI Components. A component is an ABAP Object Oriented class which implements the component interface.
MVC Architecture CRM SYSTEM

SAP

61

MVC Architecture in CRM System

The components and their corresponding controllers, views and contexts can be accessed via the Component Workbench. 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)
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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. Both context and context nodes are implemented as ABAP classes.
Context: The Context class with the suffix CTXT Context Node: The Context Node with suffix CNxx. 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.
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Accessing the Component Workbench

To work on UI Components SAP provides the so called BSP Component Workbench. The BSP Component Workbench is the central framework modeling tool, and provides access to a variety of functions. 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. In the runtime repository, 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).
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System Demo 1: Component Workbench

65

Component Workbench: Structure of UI Component

A component is an ABAP Object Oriented class, which implements the component interface. With the new CRM UI Framework a new concept is introduced as valid for all Applications which are based on this Framework.
Structure

Component:
Bundle of windows, view sets, views and custom controllers Self-contained reusable unit (own runtime repository, 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

Component Workbench: Component Structure Browser

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

The BOL Model Browser shows the business object layer (BOL) model of a UI component. This BOL model is assigned to the UI component via the runtime repository. 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, which characterize a Business object (e.g. Accounts, Employees, Orders; Activities). BO can be hierarchically aggregated in order to create an Object Model.
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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. Each Component consists of several design objects consolidated in the Runtime Repository. 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
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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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Navigation Bar and User Roles: Navigation Bar by User Role

Business Requirement

Differentiation of User Menu according to users Business Role. System functionalities available to users can be selected depending on clients organizational requirements and needs. For example Navigation Bar can differ between departments (marketing vs. sales), or depend on positions in organizational chart (sales managers vs. agents).
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. A limited number of navigation bar entries helps to avoid relevant maintenance effort.
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Navigation Bar and User Roles: Role-/Navigation Bar Customizing: Assignments

Organization Model
Org. Unit Position User / Bus. 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

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, the Logical Work Centers. 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. 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
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System Demo 2: Navigation Bar and User Roles

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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

UI Configuration Tool
The UI Configuration Tool acts at the level of the views and the CRM UI Web Client. 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

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. 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
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Access the UI Configuration Tool (cont.)

CRM WebClient UI: 1. 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. 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, otherwise the configure page icons are not available

80

UI Configuration Tool: Configuration Differentiators

Sample

Do not change the standard configuration but copy it to an own configuration and modify that. Configuration can be stored according to differentiators, 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. E.g. dependent on the country where the system is used different address schemes ( European or US scheme) are used.
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UI Configuration Tool: Configuration of View

Business Requirement

Configure an existing view according customers requirements: Add / remove / shift fields from field set, rename field labels and set field to mandatory / display only.

1
1. Create new configuration

3 3
2. Shift fields

3.

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. E.g. the type of a field (input, checkbox,) is defined in the properties getter method of the field and the property Display only depends on the implementation of the input-readiness getter method as well.

82

Exercise 1 Customize Detail Page

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

83

UI Configuration
To adapt the user interface of SAP CRM to customers business needs a bundle of framework tools is available. The figure below shows the relationship between the requirements, the corresponding tools and the affected software layer. Requirement
Layout change, e.g. 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

Easy Enhancement Workbench: Overview

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

Enhancement through all layers

85

Easy Enhancement Workbench: How To EEWB

Depending on requirements, objects that can be created, are split into two main groups:
When a single value has to be displayed, a field should be used. When multiple values have to displayed for the same object, a table should be used.
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: 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

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Application Enhancement Tool: Overview

The Application Enhancement Tool (AET) provides a UI based overview over all enhancements. It is possible to search for enhancements, and to display, create, change, or delete enhancements. 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, Business Intelligence (BI) reporting, R/3 Adapter, CRM Mobile... Using different data types, e.g. characters, dates, times, numbers Reusing fields in other business objects, if they are based on the same enhancement place
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Application Enhancement Tool: Start the Application Tool

Overview

There are three different ways to start the Application Enhancement Tool in SAP CRM.
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

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Application Enhancement Tool: Start the Application Tool (cont.)

UI Configuration of Administration Work Center

Choose View Configuration in the navigation bar of the Administration work center (system administrator role) Enter a UI component, and choose a view. To start the Application Enhancement Tool, click Show Enhancements.
Navigation Bar

Start the Application Enhancement Tool directly in the navigation bar of the system administrator role Choose Enhance Applications in the Administration work center Search for enhancements at the Search page

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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. The design layer links UI-related settings to design objects, which span several views that implement the same business content. The design layer features: Rename field labels Hide fields Set a field to Hidden: Field isnt visible for the end user in the application Set a field to Field excluded from field set 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). Assign existing value help from dictionary:  Value help (Search help, Check table, Domain values)  Field type (Input field, Checkbox, 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.g. technical fields)

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Configuration Overview
Task
Configure views: position fields/columns, add fields/columns from field set, remove fields/columns, rename labels, set fields to mandatory/display only, 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, create own views, context nodes.. Configure buttons, define value helps / drop down list boxes Change Navigation Bar (1st & 2nd level navigation), Logical Links, 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)
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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.

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

Enter the central personalization page Change Layout (Skin, Text) Pers. Links in Nav. Bar (e.g. # of recent items)

Set up personal keyboard shortcuts

Personalize your favorites for the home page

subscribe to your personal feed. Enter the link to your feed reader
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Personalization (cont.)
When you log on, all pages have a particular default layout, 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.g. visibility and order of Assignment Blocks) Tables and Lists (e.g. order and visibility of columns) Home page (arrangement of Assignment Blocks) You can find some examples on the next pages. Note: The personalize settings are saved for your personal user account. In most of the cases the changes can be reset to the default settings that are defined within CRM customizing.
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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. That means that user can only personalize tables in the borders of the given configuration. For example they can only show or hide fields, which are already available for the screen.
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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).
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.g. to simplify application maintenance).
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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

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Transaction Launcher: Introduction

Transaction Launcher can be used to launch URLs (and BSP transactions from other systems) or BOR transactions of any SAP system. 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
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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

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

These screenshots show an example for succesive steps of a process dealing with a certain task (flight booking). The current step is highlighted in the topline breadcrumb navigation.

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Task Based UI Configuration

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

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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

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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, during runtime of a WebClient session. It was implemented to guarantee the separation of the CRM WebClient UI and the underlying business logic. 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). In other words, 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.g. SAP ECC, nonSAP,). Business Object Group of unstructured attributes, which characterize a Business object (e.g. Accounts, Employees, Orders; Activities). BO can be hierarchically aggregated in order to create an Object Model.
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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.g. SAP ERP, SAP ISU, MS Excel, Siebel

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Main BOL Business Object Types

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

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. Very useful for testing queries.

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Genil Model Browser

System representation of data binding BOL Model Browser enables accessing: - Underlying BOL model - Database entities (fields, data elements, domains) to which UI attributes refers to

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Exercise 2 Genil Model Browser

Unit: Genil Model Browser Topic: Explore the Genil Model Browser. TX: GENIL_MODEL_BROWSER

At the conclusion of this exercise, 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.
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Exercise 3 Genil BOL Browser

Unit: Genil BOL Browser Topic: Explore the Genil BOL Browser. TX: GENIL_BIL_BROWSER

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

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Knowledge Check

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Knowledge Check
1. The CRM WebClient is based on a multi-layer architecture on the server side. What are the main Layers? 2. What is the difference between BOL objects and context nodes? 3. Which parts of the GUI are depending on the business role. 4. Name the four parameters by which the configuration of a view is differentiated. 5. How can you find out the technical name of a view? 6. Name the different configuration tools and describe them.
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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
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Lessons Learned
We have introduced ourselves and exchanged our expectations We have now a first understanding of SAP CRM 7.0 functionalities We understand which enhancements have been introduced with 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
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