SAP CRM Fundamentals SAP CRM Web UI SAP CRM Presentation 20/04/2017 SAP CRM Fundamentals SAP CRM Web UI VK SAP CRM Fundamentals: Refer notes

SAP CRM WebUI Web UI Architecture Interaction center WebUI 20/04/2017 SAP CRM Presentation SAP CRM WebUI 20/04/2017 Web UI Architecture Interaction center WebUI VK SAP CRM Fundamentals: Refer notes

SAP CRM WebUI Web UI Architecture Interaction center WebUI 20/04/2017 SAP CRM Presentation SAP CRM WebUI 20/04/2017 Web UI Architecture Interaction center WebUI VK The CRM Web Client UI is built to run within a Web browser. The Client side user interface is changed from traditional SAP GUI to Web UI.Instead of SAP GUI, Web browser is installed at client side. All data displayed in the Web browser is sent by Hypertext Transfer Protocol (HTTP) from SAP Net Weaver Application Server (SAP Net Weaver AS) to the client (the Web browser). SAP CRM Fundamentals: Refer notes

Contents : UI components Generic interaction Layer and Business Object Layer. 20/04/2017 VK

Purpose Use Challenges SAP CRM Presentation Purpose Explain the technical concepts and Architecture used by the CRM web client UI ,Such as Business Server Pages (BSP’s) and the underlying Business object layer. Describe the different layers of the web client UI software architecture. 20/04/2017 Use One Web-based, easy-to-use, and easy-to-configure UI for all SAP CRM Online users. Easy to configure web client with minimal amount of coding. Appealing ‘web application style’ visual design consistent across on-demand and on-premise. VK Challenges New UI Architecture & Concepts. Understanding MVC Architecture, Modification and building new MVC BSP page and integration of new flow logic BSP Screens. Generic Interaction Layer (GeIL) and Business Layer (BOL).

Architecture UI components - Role of UI components in the Framework 20/04/2017 UI components - Role of UI components in the Framework VK

CRM Web Client UI Architecture Layers. SAP CRM Presentation CRM Web Client UI Architecture Layers. 20/04/2017 VK All data displayed in the Web browser is sent by Hypertext Transfer Protocol (HTTP) from SAP NetWeaver Application Server (SAP NetWeaver AS) to the client (the Web browser). SAP CRM Fundamentals: Refer notes

Views of CRM Web Client 20/04/2017 VK Some of the views of the web client are persistent others views are selected and changed dynamically thought web client session.

Identify Component and view 20/04/2017 VK To find out the name of the UI Component and view place your cursor in an editable field and Press F2.

Component Workbench 20/04/2017 A UI Component is the bundle of views ,view sets etc. that logically belong to each other. A UI Components can be edited in the component workbench. T-Code :BSP_WD_CMPWB VK

Visible Model View- Controller (MVC) 20/04/2017 VK The model of the CRM web client BSP’s consists of context and context nodes that link the fields of a view to underlying.

Model view controller in WEB Client 20/04/2017 VK The controller is the first element that is insatiated when the system navigates to a particular view.

Component Workbench: View Controller and Model 20/04/2017 VK Transaction BSP_WD_CMPWB Displays all development objects of the CRM web client applications.

Context Nodes 20/04/2017 VK Context nodes are link between the input fields on the view and the data model in the BOL.

View Details 20/04/2017 VK The layout of CRM web client views can be implemented in two different ways that both rely on HTMLB tags.

View, Viewset and View area. 20/04/2017 VK View sets are views as well, they have a Controller class and a context class but no context nodes.

Navigation Between views 20/04/2017 VK Event Handler, Inbound and outbound plugs are methods of the controller class.

Describe the role of the UI components in the framework. UI Components Summary 20/04/2017 Describe the role of the UI components in the framework. Get a basic understanding of the model view controller concept. VK

Architecture Generic interaction Layer and Business Object Layer. 20/04/2017 Generic interaction Layer and Business Object Layer. VK

Layers of the CRM user Interface 20/04/2017 VK

Business Layer - BOL works with the data at run time. 20/04/2017 VK - BOL works with the data at run time. - Data that are changed in the user interface are first changed in the BOL and then transferred to the Generic interaction layer.

GenIL Components - A GeniL Component is a Class that acts as a link between the existing CRM Business Logic and the UI framework. - GeniL Component does the mapping between the data model that is defined and the actual data interface. 20/04/2017 VK

Component Sets The framework is always started with a Component set. 20/04/2017 VK The framework is always started with a Component set.

Business objects and data model 20/04/2017 VK Business Object: Smallest unit of an object Model. Each BO is Assigned a unique name. The data model of a component set can be visualized in the BOL Browser.

Business object layer and generic interaction layer 20/04/2017 VK The Business object layer works with the data at runtime and communicate with the generic interaction layer.

BOL and GenIL: Tools 20/04/2017 VK Tools that help to investigate the model of BOL and GENIL

BOL Browser 20/04/2017 VK BOL browser is the tool used by developers to test the framework independent from the user interface.

BOL Browser: Navigate Data Model 20/04/2017 VK To access the data of the single business object you need to navigate Through the data hierarchy starting with the root object.

GenIL and BOL summary 20/04/2017 Describe the functionality of the Generic Interaction Layer. Explain the classification of the Business Objects. State the role of the Business Object Layer in the Framework. VK

Customization UI Configuration Tool 20/04/2017 VK

UI Configuration Tool (T-Code BSP_WD_CMPWB) 20/04/2017 VK

IC Web Client Component Configuration Overview 20/04/2017 VK

LetMe Transactions BSP_WD_CMPWB Component Workbench 20/04/2017 VK SAP CRM Presentation LetMe Transactions 20/04/2017 BSP_WD_CMPWB Component Workbench VK

Web UI-Architecture - Unit Summary 20/04/2017 Describe the role of the UI Components in the framework. Get a basic understanding of the model view controller view concept. Explain the technical architecture of the SAP CRM User interface. State the basics of the Model view controller concept. Work with the system tools: BOL Browser and GenIL Model Browser. VK

SAP CRM WebUI Web UI Architecture Interaction center WebUI 20/04/2017 SAP CRM Presentation SAP CRM WebUI 20/04/2017 Web UI Architecture Interaction center WebUI VK SAP CRM Fundamentals: Refer notes

Definition The Interaction Center Web Client, as part of SAP Customer SAP CRM Presentation Definition The Interaction Center Web Client, as part of SAP Customer Relationship Management (SAP CRM), provides tools to ensure efficient and consistent customer service by collaboration and communicating with customers over various channels. It supports agents and managers who are involved with the interaction center. IC Agent Agent can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process business transactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevant account information is available to them in once location, such as account data, order status and product-related information. 20/04/2017 VK

Use The Interaction Center supports all CRM strategies, such as; SAP CRM Presentation Use The Interaction Center supports all CRM strategies, such as; Sales: processing of sales transactions, opportunities, product proposals Service: e-mail processing and workflow, solution database, service transitions Marketing: campaigns, call lists, product proposals. In addition, the Interaction Center supports multi-channel communication: Telephone: incoming and outgoing calls, call lists, CTI (computer telephony integration) connation E-mail, fax, SMS Internet: inclusion of Internet and intranet pages, co-browsing, call- me-back, Web chat, Web telephony. 20/04/2017 VK

Challenges Customizing Process of IC Web Client Business Role SAP CRM Presentation Challenges 20/04/2017 Customizing Process of IC Web Client Business Role New Functionalities Available In Account I identification: Accounts Employee details Install Base Objects Customizing Process of Account Identification Functions using Account Identification profiles New Transactions types added in IC Web Client Business Transactions ERP Quotation in ERP Sales Order ERP Sales Contract VK

IC WebClient Functions & Profiles 20/04/2017 IC Web Client Business Roles Configuration of IC Web Client Functions Account Identification Business Transactions VK

Interaction Center Configuration SAP CRM Presentation Interaction Center Configuration 20/04/2017 VK The Interaction Center supports all CRM strategies, such as: Sales: processing of sales transactions, opportunities, product proposals Service- e-mail processing and workflow, solution database, service transactions Marketing: campaigns, call lists, product proposals. SAP CRM Fundamentals: Refer notes

IC Web Client Business Roles SAP CRM Presentation IC Web Client Business Roles Business roles to control the navigation bar, logical links, and user authorizations. 20/04/2017 VK The standard SAP CRM system contains a number of predefined business roles for different CRM users. The business roles include: MARKETINGPRO (Marketing) SALESPRO (Sales) SERVICEPRO (Service) ECO-MANAGER (Web channel) ANALYTICSPRO (Analyses) CHM-CM/ CHM-PM (partner Channel Management) IC-AGENT /IC-MANAGER / IC_SSC_AGENT (Interaction Canter) A number of other industry- specific or partially industry-specific roles SAP CRM Fundamentals: Refer notes

Interaction Center Specific Business Roles SAP CRM Presentation Interaction Center Specific Business Roles IC Agent IC Manager IT Service Desk Agent Shared Service C 20/04/2017 VK The standard SAP CRM system contains a number of predefined business roles for different CRM users. The business roles include: IC Specific Business Roles IC _AGENT –Interaction Center Agent IC_AUTO-Interaction Center Agent Auto IC_ITSDAGENT-IT Service Desk Agent IC_LOY_AGENT-Loyalty Prof IC Agent IC_MANAGER-IC Manager IC_SSC_AGENT –Shared Service Center Agent IC-AGENT /IC-MANAGER / IC_SSC_AGENT (Interaction Canter) A number of other industry- specific or partially industry-specific roles SAP CRM Fundamentals: Refer notes

IC Web Client Functions & Profiles 20/04/2017 The IC web client role is a collection functions customized in the details profile for the Web client. First need to find out which of the profiles is controlling the function that you want to change Create the new profile by copying an existing profile that more or less matches your requirements. Account Identification Profile Agent Inbox Profile Business Transactions Profile The business transaction profile controls which CRM business transaction type is liked to the navigation bar buttons. Assing Functional Profiles to Business Role VK

Features in Account Handling SAP CRM Presentation Features in Account Handling Business Partner Relationship Handling This feature enables agents to chose the relevant relationship type from a list when searching or creating related business partners in the Interaction Center. Mixed Account Identification The mixed business partner search is an account identification scenario that allows searching for both consumers and contact persons in organizations. Index Based Search The index-based business partner search offers a tool to build indices that speed up the search for business partners in the IC Web Client. Address validation and duplicate check Address validation and duplicate check is offered in the IC Web Client to support address maintenance. Account Identification View Set: Customizability This feature makes the content of the upper right view of the account identification view set replaceable – the area where business objects related to the business partner can be determined. 20/04/2017 VK

Account Identification Functions SAP CRM Presentation Account Identification Functions 20/04/2017 VK Account identificatin allows agents to search for and identify, display, change and create accounts, their related partners as well as related objects like registered products. SAP CRM Interaction Center WebClient offers many powerful features that enable fast, flexible and easy-to-use account identification. SAP CRM Fundamentals: Refer notes

Account Identification-Mixed Secenario SAP CRM Presentation Account Identification-Mixed Secenario 20/04/2017 VK This mixed business partner search is a new account identification scenario that allows a search for both consumers and contact people in organizations. The new business partner search for the account identification in the IC WebClient supports searching for people who are consumers and/or contact people in organizations. SAP CRM Fundamentals: Refer notes

Business Partners in Transactions SAP CRM Presentation Business Partners in Transactions 20/04/2017 VK You can define in which partner functions the identified customer, or if necessary, the contact person and the Interaction Center agent, should use in the business transaction. This way, one communicatin partner can occur with different partner functions in different transactions in the WebClient. SAP CRM Fundamentals: Refer notes

Configuration of Business Roles SAP CRM Presentation Configuration of Business Roles 20/04/2017 VK A business roles in general controls the SAP CRM WebClient UI features and functions. Functional profiles like PARAMETERS or PERSONALIZATION are also relevant for users working with the standard SAP CRM WebClient UI. SAP CRM Fundamentals: Refer notes

Business Role Customization SAP CRM Presentation Business Role Customization Transation code CRM_UI_PROFILE 20/04/2017 VK Business Role Dettails A business roles in general controls the SAP CRM WebClient UI features and functions. Functional profiles like PARAMETERS or PERSONALIZATION are also relevant for users working with the standard SAP CRM WebClient UI. SAP CRM Fundamentals: Refer notes

Assign Business Role to Organizational Unit SAP CRM Presentation Assign Business Role to Organizational Unit Configuration: IMG Path: Customer Relationship Management > Business Roles > Define Organizational Assignment Transaction: PPOMA_CRM Assign infotyp: Goto > Detailed Object Users / Business Partners are assigned within the Organizational Model to a Position User / Business Partners can be assigned to multiple Positions Each Position can have exactly one „Business Role“ assigned to (Infotype 1163) 20/04/2017 VK Users and business roles have to be assigned to a position within the organizational model. Each Position can have exactly one „Business Role“ assigned to. The Infotype for business role is 1163. SAP CRM Fundamentals: Refer notes

Assign Business Role to Organizational Unit in UI SAP CRM Presentation Assign Business Role to Organizational Unit in UI From Sales Operations Select Organization Model. 20/04/2017 VK Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Assigning a business Role to an organizational Unit The final step in the configuration assign the Web Client business role to an organizational level, either an organizational unit or a position in the organizational Model. The IC Web Client business role stores the Customizing of an agent. It is connected to the agent as an SAP HCM Infotype. An infotype describes and defines different attributes or characteristics for objects. SAP CRM Fundamentals: Refer notes

Assign Business Role to Organizational Unit in UI SAP CRM Presentation Assign Business Role to Organizational Unit in UI Select Business Role from drop down list and Assign. 20/04/2017 VK Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password SAP CRM Fundamentals: Refer notes

IC Webclient Functions and profiles:Overview SAP CRM Presentation IC Webclient Functions and profiles:Overview 20/04/2017 VK The IC Web Client business role is a collection of functions customized in the detail profiles for the Web Client. First you need to find out which of the profiles is controlling the function that you want to change. In this case, you want to change the behavior within account identification. Create the new profile by copying and existing profile that more or less matches your requirements. SAP CRM Fundamentals: Refer notes

Configuration of Functional Profiles SAP CRM Presentation Configuration of Functional Profiles IMGCRM  IC WebClient Master Data  Define Account Identification Profiles 20/04/2017 VK

Account Identifiction Profile SAP CRM Presentation Account Identifiction Profile 20/04/2017 IMGCRM  IC WebClient Master Data  Define Account Identification Profiles for Multiple Business Partner VK

Business Transaction Profiles SAP CRM Presentation Business Transaction Profiles IMGCRM  IC WebClient Business Transaction  Define Business Transaction Profiles 20/04/2017 VK

Define Agent Inbox Profile SAP CRM Presentation Define Agent Inbox Profile IMGCRM  IC WebClient Agent Inbox  Define Inbox Profile 20/04/2017 VK

Activating Dialog Boxes SAP CRM Presentation Activating Dialog Boxes 20/04/2017 VK

Assing Functional Profiles to Business Role SAP CRM Presentation Assing Functional Profiles to Business Role 20/04/2017 VK

Account Identification Screen SAP CRM Presentation Account Identification Screen Search result Lists and Interaction history Account and related partners 20/04/2017 VK Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Click on Account Identification SAP CRM Fundamentals: Refer notes

Account Identification – Account SAP CRM Presentation Account Identification – Account 20/04/2017 VK IC agents can use this part of the Interaction Center (IC) to identify accounts in different ways (such as by name, company, or product) and to get an overview of an account. Account identification is controlled through the Account Identification Profile which can be defined in Customizing. SAP CRM Fundamentals: Refer notes

Account Identification – Objects SAP CRM Presentation Account Identification – Objects 20/04/2017 VK

Account Identification Profile-Mixed Scenario SAP CRM Presentation Account Identification Profile-Mixed Scenario 20/04/2017 VK Using the mixed scenario allows the agent to decide whether to accept the person calling as main business partner (B2C) or as a contact person of a company. SAP CRM Fundamentals: Refer notes

Account Identification Profile - Relationships SAP CRM Presentation Account Identification Profile - Relationships 20/04/2017 VK It is possible for agents to choose the relevant relationship type from a list when searching or creating related business partners in the IC WebClient. Using this customizing allows you to explicitly include or exclude relationship types within account identification. SAP CRM Fundamentals: Refer notes

CRM Business Transactions in UI SAP CRM Presentation CRM Business Transactions in UI 20/04/2017 VK

Transaction type selection via Dialog Box SAP CRM Presentation Transaction type selection via Dialog Box 20/04/2017 VK It is possible to activate dialog boxes when creating business transactions within Interaction Center Webcleint. The agent can choose a transaction (type) from popup. SAP CRM Fundamentals: Refer notes

Transaction with fixed Transaction Type SAP CRM Presentation Transaction with fixed Transaction Type 20/04/2017 VK

Integration of CRM Web Client UI Components SAP CRM Presentation Integration of CRM Web Client UI Components 20/04/2017 VK Using Navigation Bar profile customizing it is possible to include standard CRM WebClient UI Components like the Account Overview page into the IC Agent navigation bar. SAP CRM Fundamentals: Refer notes

CRM Web Client Business Transaction with fixed transaction type SAP CRM Presentation CRM Web Client Business Transaction with fixed transaction type 20/04/2017 VK

Integration of CRM Web Client Overview Page SAP CRM Presentation Integration of CRM Web Client Overview Page 20/04/2017 VK This slide shows the detailed settings necessary to include an Overview page to the IC WebClient navigation bar. The account overview page is used as an example. Parameter transfer can be realized by a specific setting within the definition of the corresponding logical link. SAP CRM Fundamentals: Refer notes

Let Me Transactions CRMC_UI_PROFILE Define Business Roles SAP CRM Presentation Let Me Transactions 20/04/2017 CRMC_UI_PROFILE Define Business Roles CRMC_UI_NBLINKS Define Navigation Bar Profile PPOMA_CRM Define Organizational Assignment Define Account Identification Profile VK

Let Me Task: Define Business Role E.g. ZIC_AGENT SAP CRM Presentation Let Me 20/04/2017 Task: Define Business Role E.g. ZIC_AGENT Assign to Organizational Unit Org Unit Define Account Identification Profile E.g. ZDEFAULT Assign to Navigation Bar Profile (Work Center) Assign Function profiles to Business Role Define Business Transaction profiles E.g. ZDEFAULT Assign to Function profiles to Business Role E.g. IC_BT Define Inbox Profiles (Agent Inbox Profile) E.g. DEFAULT – 1 Assign to Function profile E.g. IC_INBOX VK

Interaction Cent Screen Shot SAP CRM Presentation Interaction Cent Screen Shot 20/04/2017 VK Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Click on Account Identificaion Agent can view the Account details SAP CRM Fundamentals: Refer notes

SAP CRM Presentation Account Fact Sheet 20/04/2017 VK

CRM Business Transactions In IC SAP CRM Presentation CRM Business Transactions In IC 20/04/2017 In Index Business Transactions VK Transaction code CRM_UI for assessing Business Role (IC _Agent) Enter User ID and Password Click on Index SAP CRM Fundamentals: Refer notes

SAP CRM Presentation Unit Summary 20/04/2017 Explain the process of customizing IC Web Client functions Use Wizards supporting the Configuration Create a new Account Identification profile Create a new Business Transaction profile VK

Features in CRM 7.0 As of SAP CRM 7.0 it is also possible to use SAP CRM Presentation Features in CRM 7.0 As of SAP CRM 7.0 it is also possible to use Account Identification (Enhanced) As of CRM 7.0 account identification in the interaction center (IC) has been enhanced. IC agents can now do the following: Customize searches in account identification Define a list of partner functions that can be used to confirm business partners Determine the sequence in which these partner functions are displayed Map the partner functions of confirmed business partners to the existing partner functions in business transactions and the interaction record Define the sequence of the relationship types that appear in the search criteria Business Transactions in the Interaction Center (Enhanced) As of CRM 7.0, the following standard CRM WebClient business transactions have been integrated into the Interaction Center (IC): CRM Sales Order ERP Sales Order ERP Quotation ERP Sales contract Service Order, Complaint, Lead, Case, Opportunity, Service request/Incident , Problem Request for Change 20/04/2017 VK