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SAP CRM
Fundamentals
SAP CRM Web UI
SAP CRM Fundamentals: Refer notes
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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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Web UI Architecture
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SAP CRM WebUI
Interaction center WebUI
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SAP CRM Fundamentals: Refer notes
Contents :
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Generic interaction Layer and Business Object
Layer.
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UI components
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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.
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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 (BSP’s) and the underlying Business object
layer.
 Describe the different layers of the web client UI software architecture.
 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).
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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.
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SAP CRM Fundamentals: Refer notes
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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.
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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.
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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 BSP’s 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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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.
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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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 Configuration of IC Web Client Functions
 Account Identification
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 IC Web Client Business Roles
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IC WebClient Functions & Profiles
 Business Transactions
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Interaction Center Configuration
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SAP CRM Fundamentals: Refer notes
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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SAP CRM Fundamentals: Refer notes
Interaction Center Specific Business Roles
IC Manager
IT Service Desk Agent Shared Service C
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IC Agent
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SAP CRM Fundamentals: Refer notes
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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SAP CRM Fundamentals: Refer notes
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Account Identification-Mixed Secenario
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SAP CRM Fundamentals: Refer notes
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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
Configuration:
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 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“
SAP CRM Fundamentals: Refer notes
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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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SAP CRM Fundamentals: Refer notes
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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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SAP CRM Fundamentals: Refer notes
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IC Webclient Functions and profiles:Overview
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SAP CRM Fundamentals: Refer notes
Configuration of Functional Profiles
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IMGCRM  IC WebClient Master Data  Define Account
Identification Profiles
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IMGCRM  IC WebClient Master Data  Define Account Identification
Profiles for Multiple Business Partner
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Account Identifiction Profile
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Business Transaction Profiles
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IMGCRM  IC WebClient Business Transaction  Define Business
Transaction Profiles
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Define Agent Inbox Profile
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IMGCRM  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
Search result Lists and
Interaction history
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Account and related partners
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SAP CRM Fundamentals: Refer notes
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Account Identification – Account
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SAP CRM Fundamentals: Refer notes
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Account Identification – Objects
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Account Identification Profile-Mixed Scenario
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SAP CRM Fundamentals: Refer notes
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Account Identification Profile - Relationships
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SAP CRM Fundamentals: Refer notes
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CRM Business Transactions in UI
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Transaction type selection via Dialog Box
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SAP CRM Fundamentals: Refer notes
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Transaction with fixed Transaction Type
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Integration of CRM Web Client UI Components
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SAP CRM Fundamentals: Refer notes
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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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SAP CRM Fundamentals: Refer notes
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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Let Me
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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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SAP CRM Fundamentals: Refer notes
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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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SAP CRM Fundamentals: Refer notes
 Use Wizards supporting the Configuration
 Create a new Account Identification profile
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 Explain the process of customizing IC Web Client functions
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Unit Summary
 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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