1. 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

2. 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

3. 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

4. Contents : UI components
Generic interaction Layer and Business Object Layer.
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5. 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).

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

7. 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

8. Views of CRM Web Client
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Some of the views of the web client are persistent others views are selected and changed dynamically thought web client session.

9. Identify Component and view
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To find out the name of the UI Component and view place your cursor in an editable field and Press F2.

10. Component Workbench
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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

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

12. Model view controller in WEB Client
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The controller is the first element that is insatiated when the system navigates to a particular view.

13. Component Workbench: View Controller and Model
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Transaction BSP_WD_CMPWB Displays all development objects of the CRM web client applications.

14. Context Nodes
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Context nodes are link between the input fields on the view and the data model in the BOL.

15. View Details
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The layout of CRM web client views can be implemented in two different ways that both rely on HTMLB tags.

16. View, Viewset and View area.
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View sets are views as well, they have a Controller class and a context class but no context nodes.

17. Navigation Between views
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Event Handler, Inbound and outbound plugs are methods of the controller class.

18. 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

19. Architecture Generic interaction Layer and Business Object Layer.
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Generic interaction Layer and Business Object Layer. VK

20. Layers of the CRM user Interface
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21. Business Layer - BOL works with the data at run time.
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- 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.

22. 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.
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23. Component Sets The framework is always started with a Component set.
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The framework is always started with a Component set.

24. Business objects and data model
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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.

25. Business object layer and generic interaction layer
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The Business object layer works with the data at runtime and
communicate with the generic interaction layer.

26. BOL and GenIL: Tools
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Tools that help to investigate the model of BOL and GENIL

27. BOL Browser
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BOL browser is the tool used by developers to test the framework
independent from the user interface.

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

29. GenIL and BOL summary
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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

30. Customization
UI Configuration Tool
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31. UI Configuration Tool (T-Code BSP_WD_CMPWB)
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32. IC Web Client Component Configuration Overview
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33. 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

34. 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

35. 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

36. 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, , 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

37. 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: 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
, fax, SMS
Internet: inclusion of Internet and intranet pages, co-browsing, call-
me-back, Web chat, Web telephony.
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38. 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

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

40. 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- processing and workflow, solution database, service transactions
Marketing: campaigns, call lists, product proposals.
SAP CRM Fundamentals: Refer notes

41. 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.
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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

42. 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

43. 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

44. 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.
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45. 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

46. Account Identification-Mixed Secenario
SAP CRM Presentation
Account Identification-Mixed Secenario
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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

47. 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

48. 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

49. 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

50. 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)
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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

51. 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.
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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

52. 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

53. IC Webclient Functions and profiles:Overview
SAP CRM Presentation
IC Webclient Functions and profiles:Overview
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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

54. Configuration of Functional Profiles
SAP CRM Presentation
Configuration of Functional Profiles
IMGCRM  IC WebClient Master Data  Define Account Identification Profiles
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55. 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

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

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

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

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

60. 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

61. 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

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

63. 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

64. 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

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

66. 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

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

68. 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

69. 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

70. 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

71. 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

72. 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

73. 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

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

75. 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

76. 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

77. 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
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