SAP CRM Web UI Web UI Architecture The CRM Web Client UI is built to run within a Web browser.

r. 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).

Contents: UI components Generic interaction Layer and Business Object Layer.

Purpose 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.

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.

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

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).

UI Components Summary Describe the role of the UI components in the framework. Get a basic understanding of the model view controller concept.

Architecture Generic interaction Layer and Business Object Layer.

GenIL and BOL summary 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.

Customization UI Configuration Tool ( T-Code BSP_WD_CMPWB)

Web UI-Architecture - Unit Summary 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.

Interaction center WebUI 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, email, 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. 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.

Challenges 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

IC WebClient Functions & Profiles IC Web Client Business Roles Configuration of IC Web Client Functions Account Identification Business Transactions

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.

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

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

IC Web Client Functions & Profiles 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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

It is possible to activate dialog boxes when creating business transactions within Interaction Center Webcleint. The agent can choose a transaction (type) from popup.

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.

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.

Let Me Transactions CRMC_UI_PROFILE CRMC_UI_NBLINKS PPOMA_CRM Define Business Roles Define Navigation Bar Profile Define Organizational Assignment Define Account Identification Profile

Task: 1. Define Business Role 2. Assign to Organizational Unit 3. Define Account Identification Profile E.g. ZIC_AGENT Org Unit 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) 9. Assign to Function profile E.g. DEFAULT 1 E.g. IC_INBOX

Unit Summary 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

New 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