SAP CRM Overview

Course Content Introduction to SAP CRM Basics and Architecture Sap CRM Functional Overview Business Partner Organizational Management Products Master Transactional Data

Introduction to SAP CRM What is SAP CRM SAP CRM Overview 3

Introduction to SAP CRM Model View Controller in WebClient BSPS * .DO Model 􀂄 The model of the CRM WebClient BSPs consists of contexts and context nodes that link the fields of a view to the underlying business layer (the BOL). This linking is referred to as binding. Each data field on a view visualizes an attribute of a context node. View 􀂄 The view handles the visual output. It is responsible for rendering the output and relevant UI controls, such as data fields and push buttons. All output is received from the controller for rendering. All user input is passed from the view back to the controller for processing. Controller 􀂄 The controller handles the interaction logic and provides the connection between a view and a model of a MVC application. A controller receives all keyboard and mouse input from the view. Based on these events, the controller can decide how to react, for example, by accessing data from the model or triggering the navigation to a different view. 􀁹 View controllers consist of: 􀁹 Controller definitions 􀁹 Assigned controller classes

Introduction to SAP CRM * .DO The concrete implementation of MVC in SAP WebClient CRM is shown on this slide. For each element certain technical implementation in ABAP system are existing. The controller gets implemented within a single ABAP class which follows the naming convention always to end on suffix _IMPL. It’s also called the Implementation Class. Developers of classical SAP GUI Transactions can compare controller functionalities to known methods like “Process Before Output” or “Process after input” in SAP GUI. The model is represented by a collection of ABAP classes. One management class administrates several different model accesses classes, which will be described in more detail later. This management class also follows a certain naming convention to always end on suffix _CTXT. Therefor this class is also called the context class. The sub elements which are managed by the context are the so called context nodes. Each context node refers to a single business object out of SAPs Business Object Layer (BOL). Context Nodes are also implemented as ABAP classes. Each context node provides methods to get access to specific business data within SAP CRM databases. The view is implemented as so called business server page, which is a htm file. Certain layout specific coding can be found in here. The view takes over the data coming from model and prepares the final html output which is sent back to users browser for display.

Introduction to SAP CRM Transaction BSP_WD_CMPWB displays all development objects of the IC WebClient BSP applications. The controller class provides important methods that control the behavior of the corresponding view: Navigation Inbound/outbound plugs are methods that control what happens when navigating to or away from views. For more information on navigation in the CRM WebClient, see section Navigation in this unit and links in unit 2. Events Event handler methods control the reaction to events, mainly user input. For example, when a user presses a button on a view, the processing of this event takes place in method, DO_HANDLE_EVENT, of the view controller class. NOTE: Do not confuse these BSP events, described above, with CRM WebClient application events. The CRM WebClient application events can be triggered and handled by CRM WebClient alerts and are described in the online help documentation and IMG documentation.

Introduction to SAP CRM The model of CRM WebClient BSPs consists of contexts and context nodes that link the fields of a BSP view to the underlying BOL data structures. This linking is referred to as data binding. Each data field on a view visualizes an attribute of a context node. Each attribute of the context node is connected to a field in a BOL structure. Context nodes and contexts are both implemented as ABAP classes. To find the context nodes expand the view structure in transaction BSP_WD_CMPWB. For an example, see figure below. In the example, the context class (suffix _CTXT) is an attribute of the view controller class. The context contains several context nodes, such as with suffixes CN00, CN01, and CN02. Each context node class contains one or more attributes. The attributes of context nodes are exchanged with the attributes of corresponding BOL structures. In the CRM releases 4.0 and 5.0 each attribute of a context node was implemented by its own GET and SET methods that read and write this attribute from and to a corresponding field of the BOL structure. As from CRM release 2007 the attributes of context nodes are implemented in generic getter and setter methods. Therefore individual methods per field are not required any more. As the new getter and setter methods are generic they also handle fields that have been added to the BOL structures so that these fields no longer have to be implemented separately in the context nodes. ^

Basics and Architecture Overview of SAP CRM Architecture SAP CRM Middleware 8

Basics and Architecture

Basics and Architecture

Basics and Architecture

SAP CRM Functional Overview Marketing Sales Services 12

SAP CRM Functional Overview

SAP CRM Functional Overview Marketing Plan Marketing Campaign 14

SAP CRM Functional Overview Marketing: 15

SAP CRM Functional Overview Marketing Plan:

SAP CRM Functional Overview Marketing Campaign:

SAP CRM Functional Overview Marketing Campaign:

SAP CRM Functional Overview Sales Cycle Accounts and Contact Management Activity Management Opportunity Management Quotation Management Sales Order Management Contract Management 19

SAP CRM Functional Overview Sales Cycle:

SAP CRM Functional Overview Accounts and contact management:

SAP CRM Functional Overview Activity Management: 22

SAP CRM Functional Overview Accounts and contact management Groupware Integration: 23

SAP CRM Functional Overview Opportunity Management: Opportunity is a recognized possibility for a company. Opportunity allows you to view sales project from the very start and tract their progress. 24

SAP CRM Functional Overview Quotation Management: 25

SAP CRM Functional Overview Sales Order Management: 26

SAP CRM Functional Overview Contract Management: 27

SAP CRM Functional Overview Sales Order in SAP CRM and ECC system: 28

SAP CRM Functional Overview Service Contract Management Service Plan Service Order Management Complaints and Returns Management SAP CRM Billing for Services In House Repair 29

SAP CRM Functional Overview Service Contract management: Service contract are long term agreements between companies and customers. A service contract guaranties customer specific services with in the specific tolerances. 30

SAP CRM Functional Overview Service Plan: 31

SAP CRM Functional Overview Service Order Management: 32

SAP CRM Functional Overview Service Order Processing: 33

SAP CRM Functional Overview SAP CRM Service – ERP Integration: 34

SAP CRM Functional Overview SAP CRM Billing for Service: 35

SAP CRM Functional Overview Complaints and Returns Processing: 36

SAP CRM Functional Overview In house Repair : 37

Business Partners Business Partner Relationship Business Partner Category Business Partner Roles 38

Business Partners: Businesses Partner: 39

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Business Partners Businesses Partner Category: 42

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Business Partners Business Partner Role: 44

Business Partners Business Partner Relationship: Business Partner relationship forms business relevant connection between two business partners. 45

Business Partners Business Partner Relationship: 46

Business Partners Businesses Partner Transfer: 47

Organizational Management 48

Organizational Management Organizational Model: 49

Organizational Management Business Objects: 50

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Organizational Management Organization Determination Rule: 57

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Product Master Product Master Types: 60

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Product Master Product Master Relationship: 62

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Business Transaction 69

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