SAP CRM 7 0 Bootcamp Day 2

SAP Customer Relationship Management (CRM) 7.0 Boot camp

Agenda # Course $pening # %AP CR& $vervie' ( %AP CR& )eneral *nformation and Highlights ( %AP CR& 7.0 +ey Capailities ( %AP CR& 7.0 -nhancements ( %AP CR& 7.0 asic %creen -lements

Getting to Kno !ach "ther # /ets ma!e an introduction round and give the follo'ing information to the other participants1 ( our name ( our assignment 'ithin the Accenture organi3ation ( our level ( our office ( A short overvie' of the topics and pro4ects you have 'or!ed on ( 5hy you are here in the course

#our !$pectation # Please 'rite do'n your epectation of the course and put the results on the oard.

"%erall Course "&'ecti%es # At the end of the course, participants 'ill e ale to1 ( -plain the historic development of %AP CR& and the future perspective. ( *dentify the scope of %AP CR& and usiness functions it supports. ( escrie %AP CR& Architecture. ( *mplement %AP CR&.


einitions einition SAP CRM SAP Customer Relationship (SAP CRM) is an application hich pro%ides &est*in*class unctionalit+ or mar,eting- sales- and ser%ice . y supporting customer;facing usiness processes across multiple interaction channels, %AP CR& ena&les organiations to ocus on strategies or customer*dri%en groth and to dierentiate themsel%es in the mar,et y providing a superior customer eperience.< %ource1 %AP %ervice mar!etplace, 200=

SAP CRM General /normation and ighlights * Beneits and Ad%antages # %AP CR& enefits for $rgani3ations ( Competitive Advantages ( *ncreased Revenue ( Potential to /o'er Costs

# %AP CR& enefits for Customers ( etter and Personali3ed %ervice ( Consistent interactions across all channels and touch points

# $ther Advantages ( ?irst;class functions for mar!eting, sales, and service ( -tensive analysis as a asis for decision ma!ing ( %eamless integration 'ith %AP usiness %uite solutions and other applications

istor+ o SAP CRM @he first version of %AP CR& 'as launched in 1222. # 3004 SAP CRM (3004) 4.0, targets such !ey cross;industry usiness capailities as service management, mar!eting resource management and moile sales for handhelds. Po'ered y the %AP et5eaver platform, the ne' system features dashoard;li!e emedded analytics. # SAP CRM (3007) 5.0, the B* is much improved compared to CR& 200:s and uses 5e 2.0 principles 'here users can drag sections of the screen around to personali3e them for themselves. # 3006 SAP CRM 7.0, increased Personali3ation and improved B* @ools. e' functions li!e /oyalty &anagement and improved @P&.

SAP Business Suite # @he SAP Business Suite is a &undle o &usiness applications that provides integration of information and processes, collaoration, industry;specific functionality, and scalaility. %AP usiness %uite is ased on %APs technology platform called et5eaver. # SAP Business Suite 7 sotar e delivers a synchroni3ed release schedule for all applications and components across the entire suite. © %AP

SAP Business Suite (cont.) # @he %AP usiness %uite 7 contains the ne'est releases of1 ( %AP -RP ( SAP Customer Relationship Management ( %AP Product /ifecycle &anagement ( %AP %upplier Relationship &anagement ( %AP %upply Chain &anagement

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!nhancement %s. pgrade 8SAP enhancement pac,ages deli%er product le$i&ilit+ and technolog+ ad%ancement at the same time. Customers no longer ha%e to ait 39 or :5 months or critical unctionalit+.; # %AP enhancement pac!ages are optional pac!ages that deliver ne' or improved usiness functions that you can deploy selectively, 'hile the core applications remain stale. uring an upgrade all soft'are components are updated. # %AP delivers minimally disruptive innovation 'ith enhancement pac!ages. # ?or all the core applications of %AP usiness %uite 7 soft'are %AP enhancement pac!age " is planned for the second Duarter of 20"0.

SAP CRM (7.0) A%aila&ilit+ # %AP CR& E7.0F Availaility and &aintenance

ou can find this information of Product Availiility &atri on the %AP %upport Portal1 https1GG'esmp"0=.sap;ag.deGpam.


SAP CRM "%er%ie < Ke+ =unctionalities # *n daily usiness various departments li!e &ar!eting, %ales and %ervice interact directly and regularly 'ith customers. # ?rom a soft'are point of vie' these employees need to have support to fulfill their daily tas!s in an efficient and customer; oriented 'ay.

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SAP CRM Solution Map /in! to the %AP %olution Composer

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Ke+ Processes and Beneits in Mar,eting Ke+ processes # &ar!eting Resource &anagement # Customer %egmentation and /ist &anagement # Campaign &anagement # Real;@ime $ffer &anagement # /ead &anagement # /oyalty &anagement # &ar!eting Planning and analytics

Ma'or &eneits #%elect target groups #&onitor mar!eting costs #Bse mar!eting analytics as a asis for ma!ing decisions #$serve mar!ets and competitors #*dentify customer preferences

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SAP CRM Ke+ Mar,eting Capa&ilities < Business >alue # &anage and coordinate mar!eting activities gloally, regionally, and locally # &ulti;channel support to ensure one face to the customer # @ight integration 'ith financials, accounting, and supply chain # /everage usiness *ntelligence and CR& analytical capailities for improved visiility and insight into mar!eting operations # road functional spectrum # &odular, scenario;ased implementation to ensure fast return on investment

Ke+ Processes and Beneits in Sales Ke+ processes # Customer order management, Duotations and contracts # Account and contact management # $pportunity management and pipeline analysis # Activity management # Commissions and incentives # %ales planning and analytics

Ma'or &eneits #Control %ales Processes resulting in an increase in revenue #*ncrease up;selling and cross;selling opportunities #Recogni3e profitaility of each and every customer #Reduce sales costs #Create accurate, real time forecasts

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SAP CRM Ke+ Sales Capa&ilities * Business >alue # Closed;loop processes # ?aster response time # ?ocused sales force through Dualified leads # etter service through real;time response on product availaility # *ncreased time for selling # %ales force concentrated on profitale customers # $ptimi3ed mi of channels # @eam;selling

SAP CRM Ke+ Sales Capa&ilities * Sales C+cle (Closed*?oop CRM) Customer retention

Lead generation and qualification

Sales Cycle

Customer service

Billing

1. Agreement Logistics execution

Ke+ Processes and Beneits in Ser%ice Ke+ processes # %ervice reDuest, service order, and contract administration # *nstalled ase management # Customer %ervice and %upport EComplaint and Case &anagementF # Returns and epot Repair # 5arranty and Claims &anagement # %ervice planning # Analytics

Ma'or &eneits # Achieve higher customer satisfaction through prompt and efficient service #Reduce service costs #Provide reliale service around the cloc! # Achieve transparency of oth service resources and service costs

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SAP CRM Ke+ Ser%ice Capa&ilities < Business >alue # Accessiility, isiility, and *ntegration1 ( Convenient multi;channel access oth for customers and service employees ( Complete visiility of relevant customer and product history supports service employees and enales a real time response ( *ntegration 'ith ac!;office systems such as %AP RG6 Customers, %AP RG6 Controlling, and %AP RG6 Human Resources

Ke+ Processes and Beneits in @e& Channel Ke+ processes # -;&ar!eting # -;Commerce # -;%ervice # 5e Channel Analytics

Ma'or &eneits #Personali3e each customers uying eperience #Provide convenient, easy;to;use, interactive selling and self;service #-nale end;to;end, order;to;cash processes #*ncorporate partners into your e; commerce strategy #%ignificantly reduce cost of sales

SAP CRM Ke+ !*Commerce Capa&ilities < !$ample or Building Bloc,s

Broser

Portal

@e& Catalog

Search !ngine

Personalisation

Shopping Bas,et

Guided Selling

Product Coniguration

"rder  uote Management

"nline Billing

Complaints and Returns

Knoledge Management

iBase Management

?i%e Customer Support

Catalog Management

Mar,eting Management

Business Partner

"rder Management

and Pa+ment

Contract Management

Pricing !ngine @e& Auctions !* Anal+tics

Ser%ice Management

Ke+ Processes and Beneits in /nteraction Center Ke+ processes # &ar!eting # %ales # Customer %ervice # %hared %ervice Center # *nteraction Center &anagement

Ma'or &eneits #-asy;to;use agent productivity tools #Portal;ased access for interaction centre administration, management, and reporting #*ntegrate 'ith interaction centre infrastructure e.g. systems, computer telephony, e;mail, and 5e servers # Achieve a higher R$*

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SAP CRM Ke+ /nteraction Center Capa&ilities * Business >alue # *nteraction Centre uniDuely allo's to ma!e every interaction a successful and valuale one for the customer. # =or companies # =or the Customer ( *ncrease company eposure ( *ncrease customer and accessiility convenience through additional interaction channels ( /o'er the cost of customer ( *mprove interaction consistency treatment and ease of doing usiness ( Provide consistent information ( *mprove service levels and across all touch points maimi3e customer eperience ( *ncrease revenue 'ith cross; ( -fficiently identify and address and up;selling customer needs ( -nale valuale and lasting customer relationships

Ke+ Processes and Beneits in Partner Channel Management Ke+ processes # Partner &anagement # Channel &ar!eting # Channel %ales # Partner $rder &anagement # Channel %ervice # Partner and Channel Analytics

Ma'or &eneits #oost Revenues #Reduce Costs #*ncrease Profits #*ncrease Customer %atisfaction #-mpo'er Partners

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SAP CRM Ke+ Partner Channel Management Capa&ilities * "%er%ie

# %AP CR& provides companies 'ith a platform to manage channel partner relationships and enale partners to sell more effectively ( resulting in a more profitale indirect channel.

Channel Manager

Channel Partner

Customer

Ke+ Processes and Beneits in Business Communication Management Ke+ processes # ?ully integrated multi;channel call center communication # &onitoring and management of communications in real time through online analytics # *nteractive voice response E*RF option

Ma'or &eneits # Centrali3e geographically spread communications for # *nound and $utound contacts # $utound &ar!eting Campaigns # &anage Communications across the company

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SAP CRM Ke+ Mo&ile Capa&ilities * ?aptops

Ke+ Processes and Beneits o CRM Anal+tics Ke+ processes # *ntegrated suite of analytical and planning solutions

Ma'or &eneits # &easurement, prediction, planning and optimi3ation of customer relationships

Ke+ Processes and Beneits o CRM /ndustr+*speciic Solutions Ke+ processes # *ncludes all general CR& functionalities, B@ # %upports especially several industry; specific CR& processes

!$amples

Ma'or &eneits # Addresses uniDue needs and complete, end;to;end reDuirements of all ma4or industries


Changes Since SAP CRM 4.0 A real rea!through in CR& 200:s release1 a completely 'e;ased user interface, 'hich replaces the %AP )B* in all system management functions. @his technology gives strong competitive potential to %AP CR& as it1 # *mproves usaility compared to previous %AP CR& versions # Provides an interface 'ith %$A Eintegration 'ith %AP ( e.g. 5e %ervices ( and non %AP applicationF

ighlights o SAP CRM 7.0 < De @e& /

De =eatures o SAP CRM 7.0

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Main Strengths o De Release SAP CRM 7.0 # sa&ilit+ &ainly considering learn aility and understandaility # !icienc+ Reduced numer of clic!s needed to access relevant functions impact the timel+ &eha%ior # Maintaina&ilit+ &ainly focusing on Changea&ilit+ of Changea&ilit+ of the application related to ne' 5e B* customi3ing # Porta&ilit+ *n terms of Adapta&ilit+ typical of 'e ased user interfaces

ighlights o SAP CRM 7.0 * Eechnical /ntegrated !nterprise Search # %imple search B* # Cross;o4ects and cross;system searches # *mproved performance ash&oards ash&oards and /nteracti%e Reporting # %upport visual B* and interactive analysis


ome Page @he ome Page is the starting point for all user in daily usiness. *t contains the most important personal inormation and access to the most reFuentl+ used tools. The Homepage

@he Homepage provides1 # A Duic! $vervie' of the Current ay # Hyperlin!s to more det. information # Predefined content for1 ( &y Appointments today ( &y @as!s today ( 5or!flo' @as!s ( Reports and Applications ( Alerts @he Homepage *s configured per role1 # Availale content can e personali3ed y the user # Content can e adapted

SAP CRM @e& / Screen Structure @he e' 5e Client screen is structured into 6 different areas1 the eader Area EAFI the Da%igation Area EF and the @or, Area ECF. The Screen structure Header Area (A)

Nav. Bar Area (B)

L-Shape

Work Area (c)

# Position of header and navigation area E/;%hapeF are fied, even if avigation ar can e hidden # /;shape Contains1 ( %ystem /in!s ( %aved %earches ( 5or! area title ( History ac! and for'ard ( avigation ar # 5or! Area contents are dynamic depending on selected contents on navigation area

eader Area esides displaying the 'or! title area and the Header Area of the 5e B* provides system lin!s and search functionalities.

aF F cF dF Header Area

aF F cF dF

%ystem /in!s %aved %earches ?or'ard J ac! avigation &essages J @ools

Da%igation Bar @he avigation ar is divided into t'o areas1 avigation *tems and Kuic! lin!s

aF

F

aF

Navigation Bar

avigation items the items you can select and navigate to Ecalendar, email ino,LF.

F Create Kuic! lin!s you can determine freDuently used items as MDuic! lin!s.< cF Recent *tems lists the last vie'ed usiness o4ects

cF

@or, Center -very first level menu EAccounts, $rders, ActivitiesL.F item has an individual 'or! center page. *t contains a set of shortcuts and access to all 'or! center;related components. The Work Center page

# *s opened &+ choosing the irst* le%el na%igation entry directly, 'ithout selecting a second;level entry # *ncludes important content regarding the current area1 ( %earch /in!s ( Create /in!s ( Reports # Content of the page could e customied ithout de%elopment acti%ities

@or, Area @he 5or! Area can contains different page types Eentry pages, content pages, support pagesF.

Work Area

# # #

-ntry pages Content pages %upport pages

@or, ?ist @he 'or! list provides a complete overvie' of information pushed to the user. *t is divided in to alerts and 'or!flo' tas!s. The Work List page

# Contains information aout alerts and 'or!flo' tas!s pushed to the users # %everal predefined alerts and 'or!flo' are delivered 'ith %AP CR& ECampaign, approval 'or!flo', accept lead 'or!flo', lost opportunity alert, and so onF # 5ithin a role, smaller content areas for alerts and 'or!flo's can e emedded directly in the home page

"%er%ie Page @he "%er%ie Page provides a summary of all important information regarding a single o4ect Ne.g. Account, Contact, Activity, %ales $rder, %ervice $rderL.O in displa+ mode. The Overview page

# Consist of a header loc! 'ith the core information and a set of suordinate assignment loc!s containing related information # @he information in assignment loc!s can e displayed 'ith1 ( ?orm ie's ( @ales ( Hierarchy trees # Contains the hyperlin!s to navigate to other related o4ects

Ad%anced Search @he advanced search provide the user 'ith comprehensi%e, le$i&le and eas+ to understand search capa&ilities individually or e%er+ &usiness o&'ect The Search page

# Allo's for le$i&le creation of search model y choosing a 'ide range of search criteria # !as+*to*understand operator;ased search logic # Provide a search result list for getting a Duic! overvie' and easy navigation to detailed information of single o4ects # $ffer options to create- delete, or perform a mass update EoptionallyF of information directly from the search result list # %aving Search models # $ffers !$port to MS !$cel

Agenda # %AP CR& 5e B* ( Architecture ( B* Concept and B* Component Concept ( avigation ar and usiness Roles ( B* Configuration ( Personali3ation ( Additional ?eatures ( BOL & GenIL ( Knowledge Check

# KJA and ay " 5rap;up

BSP Architecture Basics # @he CR& 5eClient is uilt to run 'ithin a 5e ro'ser # @herefore, on the client side it is only necessary to install a 5e ro'ser. An %AP )raphical Bser *nterface E%AP )B*F is not necessary # All data displayed in the 5e ro'ser is sent y hypertet @ransfer Protocol EH@@PF from the %AP 5e Application %erver to the client Ethe 5e ro'serF # @he user interface EB*F is ased on usiness %erver Page E%PF technology, 'hich is a lend of AAP code and %P etensions

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CRM @e&/ and SAP @e& Application Ser%er

© %AP

#

@he %AP 5e Application %erver contains t'o run time environments1 AAP EAdvanced usiness Application ProgrammingF and 2-- Eava 2 -nterprise -ditionF

#

@he user interface EB*F is ased on usiness %erver Page E%PF technology

#

%Ps are a lend of AAP code and %P etensions

#

%P etensions provide hypertet &ar!up /anguage usiness EH@&/F tags for uilding a consistent page layout throughout all applications

#

H@&/ tags include comple and etensile capailities 'hich are much more po'erful than standard H@&/ tags

@e&Application Ser%er /ntegration Potential #

@he H@@P services of the *nternet Communication &anager E*C&F communicate et'een the 5e ro'ser and the %P runtime

#

*t is responsile for caching and 'or!s 'ith a great variety of protocols, such as %imple $4ect Access Protocol E%$APF, H@@PE%F, and %imple &ail @ransfer Protocol E%&@PF

# A set of %AP 5e %ervices has to e enaled in order to allo' communication et'een 5eApplication %erver and %P

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CRM @e&Client Architecture (1 o :) @he CR& 5eClient is ased on a multi;layer architecture on the server side1 #Presentation ?a+er @he presentation layer of the CR& 5eClient is ased on usiness %erver Pages E%PsF, 'hich are sho'n as dynamic H@&/ pages in the 5e ro'ser.

CRM @e&Client Architecture (3 o :) # Business ?a+er (B"? and Gen/?) Holds the data structure of usiness o4ects during a CR& 5eClient session, such as usiness partners or products and handles transactions. *t consists of t'o layers1 − Business o&'ect la+er (B"?) @he usiness o4ect layer saves the usiness o4ect data, e.g. sales orders, at runtime of the %AP CR& session. @his layer guarantees the separation of the CR& 5eClient B* and the underlying usiness logic.

− Generic interaction la+er (gen/?) @he generic interaction layer handles the data transfer from the usiness o4ect layer to the application programming interfaces EAP*sF of the underlying usiness engine. *t is the connection et'een the usiness o4ect layer and the underlying usiness engine.

CRM @e&Client Architecture (: o :) # Business !ngine @he layers are strictly separated in order to allo' connections et'een the B* layer and any usiness Application Ee.g. -RP o4ects such as -mployees or %ales $rdersF

CRM Architecture Representation @he graphic elo' eplains ho' the technical components of the CR& 5eClient 'or! together in the architecture concept.

Corresponding system tools: BSP_!_C"PB Component Workbench

#$%&L_"'!$L_B('S$ ( to explore the GenIL model #$%&L_B'L_B('S$( to explore Business Objects and relations S$11) S$1* explore data objects and databases © %AP

/ Concept Model >ie Controller @he CR& 5eClient %P is ased on the &odel ie' Controller E&CF paradigm 'hich is a 'idely accepted design pattern for developing o4ect oriented user interfaces EB*F. *t provides an effective 'ay of relating B* layouts to an underlying data model. Presentation ?a+er Controller

CRM @e&Client

ReFuest Bser input

ri%es /nteraction ?ogic

Model set

?in,s to underl+ing Structure

>ie Response ata output

ata flo' Control flo'

andles >isual "utput

get

Business ?a+ers

(B"? and Gen/?)

Business !ngine

(ata&ase ta&les)

/ Concept Model >ie Controller (cont.)

Presentation ?a+er ReFuest

Controller ri%es /nteraction ?ogic

Model set


>ie Response


get

ser /nteraction @he figure elo' sho's ho' the vie', controller, and model ma!e up the B* layer of the CR& 5eClient. CR& 5eClient

Presentation /ayer E%PF

1

Create Ser%ice Eic,et

ReFuest

user input

Ser%ice Eic,et created

usiness /ayer

data output

3

Controller

:

". Bser inserts a reDuest Ee.g. Create %ervice @ic!etF 2. ie' Controller is initiali3ed and reDuest is passed

Model

>ie

5

Response

6. Controller calls underlying data model Eusiness $4ectsF

4

8. ata in model is provided y usiness -ngine EdataaseF and structured in usiness /ayer

B"? Business "&'ect ?a+er data structures o the B"? holding &usiness o&'ects or the /C @e&Client session

Gen/? Generic /nteraction ?a+er Gen/? Model and /mplementation Classes connecting B"? to AP/s

usiness -ngine (m+ SAP CRM- m+SAP !RP- /S*- etc.)

9. Correct data is availale in the vie'I 'e page structure is uilt

9 CRM

AP/

:. Response is sent to Bser *nterface

AP/ AP/ /S*

General Concepts Comparison M>C Architecture  CRM S+stem @he previous slides eplained astractly ho' the technical components of the CR& 5eClient 'or! together in the architecture concept. ut1 ho' are this concepts technically implemented in the CR& applicationQ @he &C model is implemented y means of B* Components. A component is an AAP $4ect $riented class 'hich implements the component interface. M>C Architecture CRM S#SE!M

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M>C Architecture in CRM S+stem @he components and their corresponding controllers, vie's and contets can e accessed via the Component @or,&ench. @his transaction represents the &C architecture and allo's access to the classes and methods of its elements.

Controller Class E*&P/F Model Contet and Contet odes EC@S@F Controller ðods for -vent Handling and avigation >ie /ayout efinition EhtmF

Component @or,&ench Component Structure Broser !$ample >ie Structure o the %ie Account etails. @he model of CR& 5eClient %Ps consists of contets and contet nodes that lin! the fields of a %P vie' to the underlying $/. oth contet and contet nodes are implemented as AAP classes. # Conte$t @he Contet class 'ith the suffi C@S@ # Conte$t Dode @he Contet ode 'ith suffi C. Contet nodes represent data in the structure of usiness $4ects. # Attri&utes -ach field displayed at the vie' is lin!ed to an attriute of a contet node.

Accessing the Component @or,&ench @o 'or! on B* Components %AP provides the so called BSP Component @or,&ench. @he %P Component 5or!ench is the central frame'or! modeling tool, and provides access to a variety of functions. *t can e accessed via /MG or 'ith transaction code BSPH@HCMP@B *t offers the follo'ing main access points1 #@he Component Structure Broser provides access to the o4ects of a B* Component #@he B"? Model Broser sho's the usiness o4ect layer E$/F model of a B* component. #@he Runtime Repositor+ !ditor sho's the runtime repository of a B* component. *n the runtime repository, you can see and edit the vie' set composition E'hich vie's are assigned to a vie' area and 'hich vie' areas elong to a vie' setF.

S+stem emo 1 Component @or,&ench

Component @or,&ench Structure o / Component A component is an AAP $4ect $riented class, 'hich implements the component interface. 5ith the ne' CR& B* ?rame'or! a ne' concept is introduced as valid for all Applications 'hich are ased on this ?rame'or!. Component # undle of 'indo's, vie' sets, vie's and custom controllers # %elf;contained reusale unit Eo'n runtime repository, interfaces to outsideF

Structur e Component Controller

5indo'

/P

"P

>ie

>ie

# Can have multiple instances at runtime # @echnically mapped to %P application

Custom Controller

/P

>ie

>ieSets >ieSets

>ieSets

"P

Component

Component @or,&ench Component Structure Broser # *nventory of Components # Creation of Component Controller, 5indo's, Custom Controllers, and ie's is supported y 'i3ards # -ach component consists of several runtime o4ects # &ost important ones are 5indo's, Custom Controllers and ie's @indos Contains all ie's that should e displayed. Custom Controllers $rgani3es cross;vie' data transfer. Reduces retrieval of data from the $/. >ies &ain programming and B* Configuration o4ects.

Component @or,&ench B"? Model Broser @he $/ &odel ro'ser sho's the usiness o4ect layer E$/F model of a B* component. @his $/ model is assigned to the B* component via the runtime repository. @he $/ &odel ro'ser is availale only if this assignment eists.

# Root $4ects # Access $4ects # ependent $4ects # %earch $4ects # %earch Result $4ects # ie' $4ects # ynamic %earch $4ects

Business "&'ect )roup of unstructured attriutes, 'hich characteri3e a usiness o4ect Ee.g. Accounts, -mployees, $rdersI ActivitiesLF. $ can e hierarchically aggregated in order to create an $4ect &odel.

Component @or,&ench Runtime Repositor+ @he runtime repository editor of the component 'or!ench is the tool 'hich displays and maintains the Runtime Repository for a Component. -ach Component consists of several design o4ects consolidated in the Runtime Repository. Models Assignment of the component set @indos Assignment of ie's to 5indo's >ie Sets Comination of ie's to one %creen

Da%igational ?in,s escription of avigation Component /nterace *nterface of Component -lements to the $utside Component sages Bsages of EotherF Components

Component @or,&ench Runtime Repositor+ (cont.) # -ach component has its o'n runtime repository file E'hich it means that any component can e autonomously eecutedF # *t acts li!e a catalogue containing vie's, vie'sets and the composition of vie's 'ithin vie'sets, navigational lin!s E'ith target and source vie'F and inound and outound plugs definitions # @echnically stored as .ml file



Da%igation Bar Navigation Bar

# Allo's direct navigation to all entry pages # Provides t'o levels of navigation1 − "st level navigation − 2nd level navigation

Da%igation Bar and ser Roles Da%igation Bar &+ ser Role Business e!uirement

ifferentiation of User Menu according to users Business Role. %ystem functionalities availale to users can e selected depending on clients organi3ational reDuirements and needs. ?or eample avigation ar can differ et'een departments Emar!eting vs. salesF, or depend on positions in organi3ational chart Esales managers vs. agentsF. Sample

ifferent avigation ar menus et'een %ales Professionals and &ar!eting Professionals

Sales Proessional

Mar,eting Proessional Tips & Tricks

-arly identification of reDuired roles to determine the different navigation ar menus. A limited numer of navigation ar entries helps to avoid relevant maintenance effort.

Da%igation Bar and ser Roles Role*Da%igation Bar Customiing Assignments "rganiation Model "rg. nit

Position

EJ PP"MAHCRM

Business Role ser  Bus. Partner

Da%igation Bar Proile

EJ CRMCH/HDB?/DKS

#@or, Center Pages #@or, Center ?in, Groups #irect Group ?in,s

Role Coniguration SM:0 Ke+ CRM>H/HC"D=/G P=CGI Role /

EJ P=CG

Eechnical Proile ?a+out Proile =unctional Proile

SM:0 CRM>H/HPR"=/?!

Da%igation Bar and ser Roles Role*Da%igation Bar Customiing Eerminolog+ "e#inition

@he Role;Gavigation ar Customi3ing controls ased on usiness Role ho' the avigation ar is structured and 'hich lin!s are availale on the 5or! Center G Home G Report Pages and in the irect /in! )roup. Terminolog$

S+stem emo 3 Da%igation Bar and ser Roles

Agenda # %AP CR& 5e B* ( Architecture ( Concept and B* Component Concept ( avigation ar and usiness Roles ( B* Configuration ( Personali3ation ( Additional ?eatures ( BOL & GenIL ( Knowledge Check


/ Coniguration Eool # @he B* Configuration @ool acts at the level of the vie's and the CR& B* 5e Client. # *t enales advanced users to configure the layout of the vie' 'ithout handling and 'riting H@&/ code # *t enales the user to perform asic configuration activities. Presentation ?a+er Controller CRM @e&Client

ReFuest Bser input

ri%es /nteraction ?ogic

Model set


>ie Response ata output


get

Business ?a+ers

(B"? and Gen/?)

Business !ngine

(ata&es ta&les)

Access the / Coniguration Eool efore you start the configuration of a specific screen you need the technical name of the component 'hich contains the vie' and the technical name of the vie'1 Choose =3 in the CR& 5eClient Application to get the technical information

ou can access the B* Configuration @ool in %AP )B* and in the CR& 5eClient B*. SAP G/1 ia the %P Component 5or!ench -nter the B* Configuration %tool via the Configuration ta of the %P Component 5or!ench %elect the correct vie' of the component

Access the / Coniguration Eool (cont.) CRM @e&Client /

1. Da%igation Bar 1 Access the B* Configuration @ool via the Administration 'or! center Elogical lin!1 %P;/C;CF -nter the component %elect the correct vie'

3. irectl+ rom the CRM Application Configure Page T -nter B* Configuration @ool %ho' Configurale Areas

PrereFuisite @he configuration mode has to e activated in the personal settings, other'ise the configure page icons are not availale

/ Coniguration Eool Coniguration ierentiators Sample

o not change the standard configuration ut copy it to an o'n configuration and modify that. Configuration can e stored according to differentiators, using the follo'ing parameters1

Role Coniguration Ke+ /ayout Profile +ey contained in usiness Role Component sage Component 'ith an interface can e included in other components and therefore have different usage depending on component "&'ect and "&'ect Su&t+pe Application specific parameters Eallo's to create content type dependent configurationsF Tips & Tricks

ifferent Configurations can e used to display the vie' according user specific parameters. -.g. dependent on the country 'here the system is used different address schemes E -uropean or B% schemeF are used.

/ Coniguration Eool Coniguration o >ie Business e!uirement

Configure an eisting vie' according customers reDuirements1 Add G remove G shift fields from field set, rename field laels and set field to mandatory G display only.

1 3

9

".

Create ne' configuration

2.

%hift fields

6.

Change field properties

8.

Add G Remove fields

: :

9

Tips & Tricks

@he configuration of a vie' can e influenced y the implementation of fiel d getter methods. -.g. the type of a field Einput, chec!o,LF is defined in the properties getter method of the field and the property Misplay only< depends on the implementation of the input;readiness

!$ercise 1 Customie etail Page nit Customiing o a @e& / %ie. @opic1 Customi3e a standard etail page y using the B* Configuration @ool directly out of the 5eB*. At the conclusion o this e$ercise- +ou ill &e a&le to # Access the B* Configuration @ool # Customi3e a standard etail page in the 5e B*.

/ Coniguration @o adapt the user interface of %AP CR& to customers usiness needs a undle of frame'or! tools is availale. @he figure elo' sho's the relationship et'een the reDuirements, the corresponding tools and the affected soft'are layer. ReFuirement

Eool

?a+out change- e.g. mo%e a ield Add e$isting ield to / ?a+er

Sotare ?a+er Presentation ?a+er (BSP)

/ Coniguration Eool Business ?a+er (B"?)

Add a ne custom ield to the data model

/nteraction ?a+er (gen/?) !as+ !nhancement @or,&ench (!!@B)

Custom ?ield

AP/

usiness -ngine

Application !nhancement Eool (A!E)

Business !ngine @ales

!as+ !nhancement @or,&ench "%er%ie #Customer %pecific ?ields can e added to CR& 5e Client B* y means of the -asy -nhancement 5or!ench E--5F. #$nce a field has een created, the B* configuration tool can e used to configure these fields. #&ain CR& $4ects that can e enhanced 'ith the --5 are1 (usiness Partners (usiness Partner Relationships (usiness @ransactions EActivities, %ales $rders etcLF ( Account Planning (&ar!eting Planner

- n h a n c e m e n t t h r o u g h a l l l a y e r s

!as+ !nhancement @or,&ench o Eo !!@B # epending on reDuirements, o4ects that can e created, are split into t'o main groups1 ( 5hen a single value has to e displayed, a ield should e used. ( 5hen multiple values have to displayed for the same o&'ect, a tale should e used.

"&'ects to create

=ields

Ea&les

%ingle valueG?lag

&ultiple values

?ree *nput or ropdo'n /ist

?ree *nput or ropdo'n /ist Chec! tale to filter values

!as+ !nhancement @or,&ench !nhancement Process =/!?

EAB?!

Add ne' fields 'ith --5

Add ne' tale 'ith --5 EP J usiness @ransactionF

CR& @ales G AP*s are enhanced

@ales G AP*s are generated e' $4ect G relations in $/ are generated

?ields are availale in $/ E'ithin the --5 including the corresponding o4ectF

Create Emanually vie' in Component 5or!enchF

?ields are availale in the field set of the B* Configuration @ool Efor the corresponding vie'F

Position fields on the screen J set attriutes

?ields are availale in the field set of the B* Configuration @ool

/ C"D=/GRAE/"D E""?

Position fields on the screen J set attriutes

Application !nhancement Eool "%er%ie # @he Application -nhancement @ool EA-@F provides a B* ased overvie' over all enhancements. # *t is possile to search for enhancements, and to display, create, change, or delete enhancements. *t features1 ( Creating custom fields ( efining dropdo'n list oes for custom fields ( @ranslating field laels and entries in dropdo'n list oes ( Assigning search helps and chec! tales to custom fields ( &a!ing ne' custom fields availale for search criteria andGor result lists, usiness *ntelligence E*F reporting, RG6 Adapter, CR& &oile... ( Bsing different data types, e.g. characters, dates, times, numersL ( Reusing fields in other usiness o4ects, if they are ased on the same enhancement place

Application !nhancement Eool Start the Application Eool Overvie w

@here are three different 'ays to start the Application -nhancement @ool in %AP CR&.

% Con#iguration o# Application

# -nale the configuration mode in the general settings on the central personali3ation page of %AP CR& # Choose one of the symols for B* configuration in the header area of the application # @o start the Application -nhancement @ool, clic! %ho' -nhancements in the Configurations loc!

Application !nhancement Eool Start the Application Eool (cont.) % Con#iguration o# Administration Work Center

# Choose Uie' Configuration in the navigation ar of the Administration 'or! center Esystem administrator roleF # -nter a B* component, and choose a vie'. # @o start the Application -nhancement @ool, clic! U%ho' -nhancements. Navigation Bar

# %tart the Application -nhancement @ool directly in the navigation ar of the system administrator role # Choose U-nhance Applications in the Administration 'or! center # %earch for enhancements at the %earch page

esign ?a+er Customiing # esign /ayer 'as introduced to give a more simple and easy to use functionality for changing several B* Components on one time. # @he design layer lin!s B*;related settings to design o4ects, 'hich span several vie's that implement the same usiness content. @he design layer features1 # Rename ield la&els # ide ields %et a field to UHidden1 ?ield isnUt visile for the end user in the application # Set a ield to =ield e$cluded rom ield setL ?ield is not visile in the field set of the B* Configuration@ool E@his 'ill e used to reduce the availale fields in the field setF. # Assign e$isting %alue help from dictionary1 − alue help E%earch help, Chec! tale, omain valuesF − ?ield type E*nput field, Chec!o, ropdo'n list o

# Ke+ =eatures and Beneits # *ncrease efficiency y reducing the tas! of maintaining the same field laels on every vie' they are visile # Centrali3ed 'ay to maintain field laels # Reduce the numer of fields 'ithin the B* Configuration @ool that are not needed Ee.g. technical fieldsF

Coniguration "%er%ie Eas, Configure vie's1 position fieldsGcolumns, add fieldsGcolumns from field set, remove fieldsGcolumns, rename laels, set fields to mandatoryGdisplay only, and define load option for loc!s and more

Eool B* Configuration @ool

Bse parameters to save your configuration Bse customer;specific fields 'ithin vie' configuration Add customer;specific fields and tales to eisting usiness o4ects

-asy -nhancement 5or!ench E--5F

*mplement same configuration content for several vie's

esign /ayer Customi3ing

Assign value helps G drop do'n list oes from data dictionary for customer specific fields CreateG -nhance B* components, create o'n vie's, contet nodes..

%P Component 5or!ench

Configure uttons, define value helps G drop do'n list oes Change avigation ar E"st J 2nd level navigationF, /ogical /in!s, usiness Role Customi3ing

avigation ar G usiness Role Customi3ing

Add customer;specific fields to eisting usiness o4ects

Application -nhancement @ool EA-@F

S+stem emo : / Coniguration %ia Component @or,&ench nit / Coniguration %ia Component @or,&ench @opic1 $pen and customi3e a vie' in the B* Configuration @ool from the B* Component 5or!ench.



Personaliation # ou can use a undle of tools and options to set up and personali3e %AP CR& to your individual preferences. # &ost of the functions to personali3e the user interface of %AP CR& are conveniently accessile on the central personali3ation page. # ChangeGChec! Personal data, assigned us.Role. # Change current pass'ord # ChangeGChec! general settings Etime 3one, dateGtime format, currency etc.F # Activate screen reader mode # -nale Configuration &ode #efine the settings for the group'are integration in %AP CR& Ee.g. &% $utloo!F

Personaliation (cont.)

-nter the central personali3ation page #Change /ayout E%!in, @etF #Pers. /in!s in av. ar Ee.g. V of recent itemsF

%et up personal !eyoard shortcuts

Personali3e your favorites for the home page

suscrie to your personal feed. -nter the lin! to your feed reader

Personaliation (cont.) 5hen you log on, all pages have a particular default layout, ut you can personali3e your pages. ia drag and drop or enter the personal setting options via this &utton $ptions for layout personali3ation1 ( $vervie' page Ee.g. visiility and order of Assignment loc!sF ( @ales and /ists Ee.g. order and visiility of columnsF ( Home page Earrangement of Assignment loc!sF ou can find some eamples on the net pages. Dote @he personali3e settings are saved for your personal user account. *n most of the cases the changes can e reset to the default settings that are defined 'ithin CR& customi3ing.

Personaliation Personalie Ea&les Business e!uirement

Bser should have the possiility to create his o'n @ale /ayout E'ithin certain degree of freedom defined in configuration y system epertsF. Solution

-ach user can define1 # Column to visuali3e E'ithin the ones defined as availale in configurationF # Column order # Column 'idth # umer of displayed lines

Tips & Tricks

Bser personali3ation cannot overrule page configuration. @hat means that user can only personali3e tales in the orders of the given configuration. ?or eample they can only sho' or hide fields, 'hich are already availale for the screen.

Personaliation Personalie ome Page Business e!uirement

Bser should have the possiility to create their o'n Home Page /ayout E'ithin certain degree of freedom defined in configuration y system epertsF. Solution

-ach user can define1 # Assignment loc! to visuali3e E'ithin the ones defined as availale in configurationF # Assignment loc! /ayout

Tips & Tricks

Home page personali3ation could e deactivated if users must not have this fleiility Ee.g. to simplify application maintenanceF.

Agenda # %AP CR& 5e B* ( Architecture ( L ( B* Configuration ( Personali3ation ( Additional ?eatures ( @ransaction /auncher ( @as! ased B*

( BOL & GenIL ( Knowledge Check


Eransaction ?auncher /ntroduction @ransaction /auncher can e used to launch BR/s Eand %P transactions from other systemsF or $R transactions of any %AP system. %teps to follo' in order to configure the transaction launcher1 # efine BR/ Repository EBR/s and %P transactionsF # or efine /ogical %ystem and Create $R $4ect @ype E$R transactionsF # Configure the @ransaction /auncher ( ?ollo' 'i3ard steps # *ntegrate the BR/ into the avigation ar ( efine /ogical /in! * ( efine irect /in! )roup and assign /ogical /in! ( Assign irect /in! )roup to avigation ar ( Ad4ust the definition of usiness Role to activate the /ogical /in!

Agenda # %AP CR& 5e B* ( Architecture ( L ( B* Configuration ( Personali3ation ( Additional ?eatures ( @ransaction /auncher ( @as!ed ased B*

( BOL & GenIL ( Knowledge Check


Eas, Based / ou can uild tas!;ased user interfaces EB*sF to ma!e it easier for users to perform their daily tas!s. @he user interface dynamically supports users in performing their daily tas!s.

# @he user interface is structured in several steps. # -very step represents a small, easy part of the overall tas!. # @he users are guided through these steps to accomplish their tas!. # *n the B* configuration, you can select the vie's that you 'ant to use for the tas!;ased B*. # ou can define the steps of the tas!;ased B* and define the order of these steps. A vie' can e assigned to every step.

Eas, Based / < !$ample @hese screenshots sho' an eample for succesive steps of a process dealing 'ith a certain tas! Eflight oo!ingF. @he current step is highlighted in the topline WreadcrumU navigation.

Eas, Based / < Coniguration # *n the configuration you can assign vie's to the @as! ased B*. # ou can easily define the order and the name of each step. # Additionally, you can define an optional eplanatory tet for every step.

Agenda < a+ 1 # %AP CR& 5e B* ( Architecture ( B* Concept and B* Component Concept ( avigation ar and usiness Roles ( B* Configuration ( Personali3ation ( Additional ?eatures ( BOL & GenIL ( Knowledge Check


Business ?a+er @he &usiness la+er consists of the1 # Business "&'ect ?a+er (B"?) @he $/ stores data of usiness o4ects such as usiness partners and sales orders, during runtime of a 5eClient session. *t 'as implemented to guarantee the separation of the CR& 5eClient B* and the underlying usiness logic. # Generic /nteraction ?a+er (Gen/?) @he )en*/ handles the data transfer from the $/ to the Application Programming *nterfaces EAP*sF of the underlying ECR&F usiness engine Eapplication logic and dataase talesF. *n other 'ords, the )en*/ connects the $/ to the underlying usiness logic and dataase through the Application Programming *nterfaces EAP*sF of the underlying application E'hich can e even different from %AP -RP %ystems Ee.g. %AP -CC, non; %AP,LF. Business "&'ect )roup of unstructured attriutes, 'hich characteri3e a usiness o4ect Ee.g. Accounts, -mployees, $rdersI ActivitiesLF. $ can e hierarchically aggregated in order to create an $4ect &odel.

Business "&'ect ?a+er and Generic /nteraction ?a+er

ata structures o the B"? hold Business "&'ects or CRM e& client sessions Gen/? Model and /mplementation Classes connect B"? to CRM AP/s and B e.g. %AP -RP, %AP *%B, &% -cel, %ieelL

Main B"? Business "&'ect E+pes #

Access "&'ect An access o4ect is a special type of $, 'hose * can e used to determine oth its attriutes and those of its dependent o4ects.

#

Root "&'ect A root o4ect is the superior element 'ithin a group of o4ects that are aggregated to one another in a Mparent;children< hierarchy structure. *ts * can e used to determine oth its attriutes and those of its dependent o4ects.

#

ependent "&'ect A dependent o4ect is a Mchildren< o4ect, 'hose attriutes cannot e determined solely from the * of this $, ut instead, o nly or together 'ith the * of the superior o4ect.

#

Search "&'ect A Duery o4ect is a special type of $ 'hose attriutes are the parameters of a search reDuest.

#

+namic Search "&'ect A dynamic Duery o4ect is a type of $ 'hose attriutes are the parameters of a search reDuest. *t is possile to create select options y comining these parameters.

#

Search Result "&'ect @he result o4ect of a search reDuest is an associated access o4ect at the uppermost level of the hierarchy.

Business ?a+er Eools

G!D/?HM"!?HBR"@S!R isuali3es the $/ model and the relations et'een $/ o4ects.

G!D/?HB"?HBR"@S!R @est data retrieval from dataase to $/ through the )-*/. ery useful for testing Dueries.

Genil Model Broser # %ystem “representation” of data inding

# $/ &odel ro'ser enales accessing1 ; Bnderlying $/ model ; ataase entities Efields, data elements, domains…F to 'hich B* attriutes refers to

!$ercise 3 Genil Model Broser nit Genil Model Broser @opic1 -plore the )enil &odel ro'ser. @S1 )-*/X&$-/XR$5%-R

At the conclusion o this e$ercise- +ou ill &e a&le to # -plore the )enil model via the )enil model ro'ser # -amine the )enil data model and the relations et'een $/ o4ects modeled in the )enil

Additional inormation # Ans'er some Duestions to the )enil model y using the )enil &odel ro'ser.

!$ercise : Genil B"? Broser nit Genil B"? Broser @opic1 -plore the )enil $/ ro'ser. @S1 )-*/X*/XR$5%-R

At the conclusion o this e$ercise- +ou ill &e a&le to # -plore the $/ via the )enil $/ ro'ser # -amine and change the values $/ o4ect attriutes # -ecute Dueries

Additional /normation # Ans'er some Duestions to different $/ o4ects and Dueries y using the )enil $/ ro'ser.



Knoledge Chec, ". +no'ledge chec!s tie ac! to learning o4ectives and !ey content covered in the day. 2. +no'ledge chec!s are revie' Duestions listed on the slide for the participants to ans'er. Ans'ers should e added to the ?aculty )uide E+no'ledge Chec!s sectionF. 6. +no'ledge chec!s occur at the end of each day or can e included at the end of longer topics.

Knoledge Chec,

Knoledge Chec, ". @he CR& 5eClient is ased on a multi;layer architecture on the server side. 5hat are the main /ayersQ 2. 5hat is the difference et'een $/ o4ects and contet nodesQ 6. 5hich parts of the )B* are depending on the usiness role. 8. ame the four parameters y 'hich the configuration of a vie' is differentiated. 9. Ho' can you find out the technical name of a vie'Q :. ame the different configuration tools and descrie them.


# KJA

SAP CRM 7 0 Bootcamp Day 2

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