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SAP CRM
Fundamentals
SAP CRM Fundamentals: Refer notes

SAP CRM Web UI

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Web UI Architecture

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SAP CRM WebUI

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

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Web UI Architecture

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SAP CRM WebUI

Interaction center WebUI

SAP CRM Fundamentals: Refer notes

Contents :

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Generic interaction Layer and Business Object

Layer.

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UI components

Purpose

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.

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Use

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Explain the technical concepts and Architecture used by the CRM web client UI
,Such as Business Server Pages (BSPs) and the underlying Business object
layer.
Describe the different layers of the web client UI software architecture.

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).

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UI components - Role of UI components in the

Framework

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Architecture

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CRM Web Client UI Architecture Layers.

SAP CRM Fundamentals: Refer notes

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Views of CRM Web Client

Some of the views of the web client are persistent others views are selected
and changed dynamically thought web client session.

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Identify Component and view

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

A UI Components can be edited in

the component workbench.
T-Code :BSP_WD_CMPWB

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A UI Component is the bundle of

views ,view sets etc. that logically
belong to each other.

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Component Workbench

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Visible Model View- Controller (MVC)

The model of the CRM web client BSPs consists of context and
context nodes that link the fields of a view to underlying.

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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.

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Component Workbench: View Controller and Model

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Transaction BSP_WD_CMPWB Displays all development objects of the

CRM web client applications.

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Context Nodes

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

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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.

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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.

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Navigation Between views

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Event Handler, Inbound and outbound plugs are methods of the

controller class.

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Describe the role of the UI components in the framework.

Get a basic understanding of the model view controller
concept.

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UI Components Summary

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Generic interaction Layer and Business Object Layer.

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Architecture

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Layers of the CRM user Interface

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Business Layer

- 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.

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GenIL Components

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- 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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Component Sets

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The framework is always started with a Component set.

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Business objects and data model

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.

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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.

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BOL and GenIL: Tools

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Tools that help to investigate the model of BOL and GENIL

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BOL Browser

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BOL browser is the tool used by developers to test the framework

independent from the user interface .

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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.

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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.

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GenIL and BOL summary

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Customization

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UI Configuration Tool

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UI Configuration Tool (T-Code BSP_WD_CMPWB)

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IC Web Client Component Configuration Overview

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Component Workbench
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BSP_WD_CMPWB

Transactions

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LetMe

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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.

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Web UI-Architecture - Unit Summary

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Web UI Architecture

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SAP CRM WebUI

Interaction center WebUI

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SAP CRM Fundamentals: Refer notes

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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.

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Definition

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.
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Use

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Sales: processing of sales transactions, opportunities, product

proposals
Service: e-mail processing and workflow, solution database, service
transitions
Marketing: campaigns, call lists, product proposals.

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The Interaction Center supports all CRM strategies, such as;

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, callme-back, Web chat, Web telephony.

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Challenges

New Transactions types added in IC Web Client Business

Transactions
ERP Quotation in
ERP Sales Order
ERP Sales Contract

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New Functionalities Available In Account I identification:

Accounts
Employee details
Install Base
Objects
Customizing Process of Account Identification Functions using
Account Identification profiles

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Customizing Process of IC Web Client Business Role

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IC WebClient Functions & Profiles

Configuration of IC Web Client Functions

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Account Identification

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IC Web Client Business Roles

Business Transactions

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Interaction Center Configuration

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IC Web Client Business Roles

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Business roles to control the navigation bar, logical

links, and user authorizations.

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Interaction Center Specific Business Roles

IT Service Desk Agent Shared Service C
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IC Manager

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IC Agent

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First need to find out which of the profiles is controlling the function that you want
to change

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The IC web client role is a collection functions customized in the details profile for
the Web client.

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IC Web Client Functions & Profiles

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

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Features in Account Handling

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Mixed Account Identification

The mixed business partner search is an account identification scenario that allows
searching for both consumers and contact persons in organizations.

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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.

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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Account Identification Functions

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Account Identification-Mixed Secenario

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Business Partners in Transactions

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SAP CRM Fundamentals: Refer notes

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Configuration of Business Roles

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SAP CRM Fundamentals: Refer notes

Business Role Customization

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Transation code CRM_UI_PROFILE

Business Role Dettails

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SAP CRM Fundamentals: Refer notes

Assign Business Role to Organizational Unit

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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
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Positions
Each Position can have
exactly one Business Role

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From Sales
Operations
Select
Organization
Model.

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Assign Business Role to Organizational Unit in UI

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Select Business
Role from drop
down list and
Assign.

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Assign Business Role to Organizational Unit in UI

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IC Webclient Functions and profiles:Overview

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Configuration of Functional Profiles

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IMGCRM IC WebClient Master Data Define Account

Identification Profiles

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Account Identifiction Profile

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IMGCRM IC WebClient Master Data Define Account

Identification Profiles for Multiple Business Partner

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Business Transaction Profiles

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IMGCRM IC WebClient Business Transaction Define Business

Transaction Profiles

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Define Agent Inbox Profile

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IMGCRM IC WebClient Agent Inbox Define Inbox Profile

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Activating Dialog Boxes

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Assing Functional Profiles to Business Role

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Account Identification Screen

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Search result Lists and

Interaction history

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Account and related partners

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Account Identification Account

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Account Identification Objects

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Account Identification Profile-Mixed Scenario

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Account Identification Profile - Relationships

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CRM Business Transactions in UI

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Transaction type selection via Dialog Box

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Transaction with fixed Transaction Type

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Integration of CRM Web Client UI Components

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CRM Web Client Business Transaction with fixed transaction type

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Integration of CRM Web Client Overview Page

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Let Me

Define Business Roles

CRMC_UI_NBLINKS

Define Navigation Bar Profile

PPOMA_CRM

Define Organizational
Assignment

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CRMC_UI_PROFILE

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Transactions

Define Account Identification

Profile

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1.Define Business Role

E.g. ZIC_AGENT
2.Assign to Organizational Unit
Org Unit
3.Define Account Identification Profile
E.g. ZDEFAULT
4.Assign to Navigation Bar Profile (Work Center)
5.Assign Function profiles to Business Role
6.Define Business Transaction profiles
E.g. ZDEFAULT
7.Assign to Function profiles to Business Role E.g. IC_BT
8.Define Inbox Profiles (Agent Inbox Profile)
E.g. DEFAULT 1
9.Assign to Function profile
E.g. IC_INBOX

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Task:

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Interaction Cent Screen Shot

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Account Fact Sheet

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In Index
Business
Transactions

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CRM Business Transactions In IC

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Unit Summary

Use Wizards supporting the Configuration

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Create a new Account Identification profile

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Explain the process of customizing IC Web Client functions

Create a new Business Transaction profile

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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

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Features in CRM 7.0

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