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Agenda
Course Opening SAP CRM Overview
SAP CRM General Information and Highlights SAP CRM 7.0 Key Capabilities SAP CRM 7.0 Enhancements SAP CRM 7.0 Basic Screen Elements
Your Expectation
Please write down your expectation of the course and put the results on the board.
Agenda
Course Opening SAP CRM Overview
SAP CRM General Information and Highlights SAP CRM 7.0 Key Capabilities SAP CRM 7.0 Enhancements SAP CRM 7.0 Basic Screen Elements
Definitions
Definition SAP CRM
SAP Customer Relationship (SAP CRM) is an application which provides best-in-class functionality for marketing, sales, and service. By supporting customer-facing business processes across multiple interaction channels, SAP CRM enables organizations to focus on strategies for customer-driven growth and to differentiate themselves in the market by providing a superior customer experience. Source: SAP Service marketplace, 2009
Other Advantages
First-class functions for marketing, sales, and service Extensive analysis as a basis for decision making Seamless integration with SAP Business Suite solutions and other applications
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SAP
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You can find this information of Product Availibility Matrix on the SAP Support Portal: https://websmp109.sap-ag.de/pam.
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Agenda
Course Opening SAP CRM Overview
SAP CRM General Information and Highlights SAP CRM 7.0 Key Capabilities SAP CRM 7.0 Enhancements SAP CRM 7.0 Basic Screen Elements
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SAP
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SAP
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Major benefits
Select target groups Monitor marketing costs Use marketing analytics as a basis for making decisions Observe markets and competitors Identify customer preferences
SAP
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Major benefits
Control Sales Processes resulting in an increase in revenue Increase up-selling and cross-selling opportunities Recognize profitability of each and every customer Reduce sales costs Create accurate, real time forecasts
SAP
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Customer service
Sales Cycle
Billing
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Major benefits
Achieve higher customer satisfaction through prompt and efficient service Reduce service costs Provide reliable service around the clock Achieve transparency of both service resources and service costs
SAP
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Major benefits
Personalize each customers buying experience Provide convenient, easy-to-use, interactive selling and self-service Enable end-to-end, order-to-cash processes Incorporate partners into your ecommerce strategy Significantly reduce cost of sales
SAP
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Browser
Portal
Catalog Management
SAP
Marketing Management
Business Partner
Order Management
Contract Management
Service Management
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Major benefits
Easy-to-use agent productivity tools Portal-based access for interaction centre administration, management, and reporting Integrate with interaction centre infrastructure e.g. systems, computer telephony, e-mail, and Web servers Achieve a higher ROI
SAP
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Major benefits
Boost Revenues Reduce Costs Increase Profits Increase Customer Satisfaction Empower Partners
SAP
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SAP CRM provides companies with a platform to manage channel partner relationships and enable partners to sell more effectively resulting in a more profitable indirect channel.
Customer
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Major benefits
Centralize geographically spread communications for Inbound and Outbound contacts Outbound Marketing Campaigns Manage Communications across the company
SAP
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Major benefits
Measurement, prediction, planning and optimization of customer relationships
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Major benefits
Addresses unique needs and complete, end-to-end requirements of all major industries
Examples:
Automotive. Chemicals Consumer products Retail. Telecommunications Professional services Public sector
High tech Industrial machinery and components Media. Utilities Oil and gas Wholesale distribution
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Agenda
Course Opening SAP CRM Overview
SAP CRM General Information and Highlights SAP CRM 7.0 Key Capabilities SAP CRM 7.0 Enhancements SAP CRM 7.0 Basic Screen Elements
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SAP
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Agenda
Course Opening SAP CRM Overview
SAP CRM General Information and Highlights SAP CRM 7.0 Key Capabilities SAP CRM 7.0 Enhancements SAP CRM 7.0 Basic Screen Elements
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Home Page
The Home Page is the starting point for all user in daily business. It contains the most important personal information and access to the most frequently used tools.
The Homepage
The Homepage provides: A quick Overview of the Current Day Hyperlinks to more det. information Predefined content for: My Appointments today My Tasks today Workflow Tasks Reports and Applications Alerts The Homepage Is configured per role: Available content can be personalized by the user Content can be adapted
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Position of header and navigation area (L-Shape) are fixed, even if Navigation Bar can be hidden L-shape Contains: System Links Saved Searches Work area title History back and forward Navigation Bar Work Area contents are dynamic depending on selected contents on navigation area
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L-Shape
Header Area
Besides displaying the work title area and the Header Area of the Web UI provides system links and search functionalities.
a) b) c) d)
Header Area
a) b) c) d)
System Links Saved Searches Forward & Back Navigation Messages & Tools
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Navigation Bar
The Navigation Bar is divided into two areas: Navigation Items and Quick links
Navigation Bar
a)
a)
Navigation items the items you can select and navigate to (calendar, email inbox,).
b)
b) Create Quick links you can determine frequently used items as quick links. c) Recent Items lists the last viewed business objects
c)
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Work Center
Every first level menu (Accounts, Orders, Activities.) item has an individual work center page. It contains a set of shortcuts and access to all work center-related components.
The Work Center page
Is opened by choosing the firstlevel navigation entry directly, without selecting a second-level entry Includes important content regarding the current area: Search Links Create Links Reports Content of the page could be customized without development activities
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Work Area
The Work Area can contains different page types (entry pages, content pages, support pages).
Work Area
Work List
The work list provides a complete overview of information pushed to the user. It is divided in to alerts and workflow tasks.
The Work List page
Contains information about alerts and workflow tasks pushed to the users Several predefined alerts and workflow are delivered with SAP CRM (Campaign, approval workflow, accept lead workflow, lost opportunity alert, and so on) Within a role, smaller content areas for alerts and workflows can be embedded directly in the home page
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Overview Page
The Overview Page provides a summary of all important information regarding a single object [e.g. Account, Contact, Activity, Sales Order, Service Order.] in display mode.
The Overview page
Consist of a header block with the core information and a set of subordinate assignment blocks containing related information The information in assignment blocks can be displayed with: Form Views Tables Hierarchy trees Contains the hyperlinks to navigate to other related objects
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Advanced Search
The advanced search provide the user with comprehensive, flexible and easy to understand search capabilities individually for every business object
The Search page
Allows for flexible creation of search model by choosing a wide range of search criteria Easy-to-understand operator-based search logic Provide a search result list for getting a quick overview and easy navigation to detailed information of single objects Offer options to create, delete, or perform a mass update (optionally) of information directly from the search result list Saving Search models Offers Export to MS Excel
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Agenda
SAP CRM Web UI
Architecture UI Concept and UI Component Concept Navigation Bar and Business Roles UI Configuration Personalization Additional Features BOL & GenIL Knowledge Check
SAP
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SAP
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GENIL_MODEL_BROWSER to explore the GenIL model GENIL_BOL_BROWSER to explore Business Objects and relations SE11, SE16 explore data objects and databases
SAP
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CRM WebClient
Model
set
Links to underlying Structure
View
Response Data output
Handles Visual Output
get
(Database tables) 58
Controller
Drives Interaction Logic set
Model
Links to underlying Structure get
View
Response Handles Visual Output
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User Interaction
The figure below shows how the view, controller, and model make up the UI layer of the CRM WebClient.
CRM WebClient
Create Service Ticket user input data output
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Request
Controller View
1. User inserts a request (e.g. Create Service Ticket) 2. View Controller is initialized and request is passed 3. Controller calls underlying data model (Business Objects) 4. Data in model is provided by Business Engine (database) and structured in Business Layer 5. Correct data is available in the view; web page structure is built
Model
Response
Business Layer
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CRM API API API IS-U
Business Engine
(my SAP CRM, mySAP ERP, IS-U, etc.)
SAP
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Controller: Class (*IMPL) Model: Context and Context Nodes (*CTXT) Controller: Methods for Event Handling and Navigation View: Layout Definition (*htm)
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Component:
Bundle of windows, view sets, views and custom controllers Self-contained reusable unit (own runtime repository, interfaces to outside) Can have multiple instances at runtime Technically mapped to BSP application
Component Controller
Custom Controller
Window
IP
View
OP
View
IP
View
ViewSets
ViewSets ViewSets
OP
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Root Objects Access Objects Dependent Objects Search Objects Search Result Objects View Objects Dynamic Search Objects
Business Object Group of unstructured attributes, which characterize a Business object (e.g. Accounts, Employees, Orders; Activities). BO can be hierarchically aggregated in order to create an Object Model.
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Navigational Links: Description of Navigation Component Interface: Interface of Component Elements to the Outside Component Usages: Usages of (other) Components
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Agenda
SAP CRM Web UI
Architecture UI Concept and UI Component Concept Navigation Bar and Business Roles UI Configuration Personalization Additional Features BOL & GenIL Knowledge Check
Navigation Bar
Navigation Bar
Allows direct navigation to all entry pages Provides two levels of navigation: 1st level navigation 2nd level navigation
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Differentiation of User Menu according to users Business Role. System functionalities available to users can be selected depending on clients organizational requirements and needs. For example Navigation Bar can differ between departments (marketing vs. sales), or depend on positions in organizational chart (sales managers vs. agents).
Sample
Different Navigation Bar menus between Sales Professionals and Marketing Professionals
Sales Professional
Marketing Professional
Tips & Tricks
Early identification of required roles to determine the different navigation bar menus. A limited number of navigation bar entries helps to avoid relevant maintenance effort.
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Business Role
Navigation Bar Profile
Work Center Pages Work Center Link Groups Direct Group Links
TX: CRMC_UI_NBLINKS
TX: PPOMA_CRM
Role SM30: Configuration Key CRMV_UI_CONFIG PFCG* Role ID Technical Profile Layout Profile Functional Profile
*PFCG: Profile Generator 74
TX: PFCG
SM30: CRMV_UI_PROFILE
The Role-/Navigation Bar Customizing controls based on Business Role how the Navigation Bar is structured and which links are available on the Work Center / Home / Report Pages and in the Direct Link Group.
Terminology
Business Role Navigation Bar Profile The Business Role is the determines the Link Groups structure the Logical Links for content of the Navigation Bar, the Logical Work Centers. The Navigation Bar Profile Links and the Authorizations for users contains Direct Link Groups and Work User Assignment Centers The Business Role is assigned to an Logical Links are assigned to the Direct organizational unit in the Org. Model Link Groups The user is assigned to an organizational Work Center Groups are not visible in the unit as well application Authorizations The Business role is assigned to an Authorization profile via a PFCG role
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Agenda
SAP CRM Web UI
Architecture Concept and UI Component Concept Navigation Bar and Business Roles UI Configuration Personalization Additional Features BOL & GenIL Knowledge Check
UI Configuration Tool
The UI Configuration Tool acts at the level of the views and the CRM UI Web Client. It enables advanced users to configure the layout of the view without handling and writing HTML code It enables the user to perform basic configuration activities. Presentation Layer Controller CRM WebClient
User input Request
Drives Interaction Logic
Model
set
Links to underlying Structure
View
Response Data output
Handles Visual Output
get
(Databes tables) 78
You can access the UI Configuration Tool in SAP GUI and in the CRM WebClient UI. SAP GUI: Via the BSP Component Workbench Enter the UI Configuration Stool via the Configuration tab of the BSP Component Workbench Select the correct view of the component
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Prerequisite: The configuration mode has to be activated in the personal settings, otherwise the configure page icons are not available
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Do not change the standard configuration but copy it to an own configuration and modify that. Configuration can be stored according to differentiators, using the following parameters: Role Configuration Key: Layout Profile Key contained in Business Role Component Usage: Component with an interface can be included in other components and therefore have different usage depending on component Object and Object Subtype: Application specific parameters (allows to create content type dependent configurations)
Tips & Tricks
Different Configurations can be used to display the view according user specific parameters. E.g. dependent on the country where the system is used different address schemes ( European or US scheme) are used.
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Configure an existing view according customers requirements: Add / remove / shift fields from field set, rename field labels and set field to mandatory / display only.
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1. Create new configuration
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2. Shift fields
3.
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4. Add / Remove fields
Tips & Tricks
The configuration of a view can be influenced by the implementation of field getter methods. E.g. the type of a field (input, checkbox,) is defined in the properties getter method of the field and the property Display only depends on the implementation of the input-readiness getter method as well.
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UI Configuration
To adapt the user interface of SAP CRM to customers business needs a bundle of framework tools is available. The figure below shows the relationship between the requirements, the corresponding tools and the affected software layer. Requirement
Layout change, e.g. move a field Add existing field to UI Layer UI Configuration Tool Business Layer (BOL) Add a new custom field to the data model
Custom Field
Tool
Software Layer
Presentation Layer (BSP)
Business Engine
Business Engine
Tables
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Tables Multiple values Free Input or Dropdown List Check table to filter values
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TABLE
Add new table with EEWB (BP & Business Transaction) Tables / APIs are generated New Object / relations in BOL are generated Create (manually view in Component Workbench) Fields are available in the field set of the UI Configuration Tool
CRM Tables / APIs are enhanced Fields are available in BOL (within the EEWB including the corresponding object)
Fields are available in the field set of the UI Configuration Tool (for the corresponding view)
UI CONFIGURATION TOOL
There are three different ways to start the Application Enhancement Tool in SAP CRM.
UI Configuration of Application
Enable the configuration mode in the general settings on the central personalization page of SAP CRM Choose one of the symbols for UI configuration in the header area of the application To start the Application Enhancement Tool, click Show Enhancements in the Configurations block
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Choose View Configuration in the navigation bar of the Administration work center (system administrator role) Enter a UI component, and choose a view. To start the Application Enhancement Tool, click Show Enhancements.
Navigation Bar
Start the Application Enhancement Tool directly in the navigation bar of the system administrator role Choose Enhance Applications in the Administration work center Search for enhancements at the Search page
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Key Features and Benefits: Increase efficiency by reducing the task of maintaining the same field labels on every view they are visible Centralized way to maintain field labels Reduce the number of fields within the UI Configuration Tool that are not needed (e.g. technical fields)
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Configuration Overview
Task
Configure views: position fields/columns, add fields/columns from field set, remove fields/columns, rename labels, set fields to mandatory/display only, and define load option for blocks and more Use parameters to save your configuration Use customer-specific fields within view configuration Add customer-specific fields and tables to existing business objects Implement same configuration content for several views Assign value helps / drop down list boxes from data dictionary for customer specific fields Create/ Enhance UI components, create own views, context nodes.. Configure buttons, define value helps / drop down list boxes Change Navigation Bar (1st & 2nd level navigation), Logical Links, Business Role Customizing Add customer-specific fields to existing business objects Design Layer Customizing Easy Enhancement Workbench (EEWB)
Tool
UI Configuration Tool
BSP Component Workbench Navigation Bar / Business Role Customizing Application Enhancement Tool (AET)
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Agenda
SAP CRM Web UI
Architecture UI Concept and UI Component Concept Navigation Bar and Business Roles UI Configuration Personalization Additional Features BOL & GenIL Knowledge Check
Personalization
You can use a bundle of tools and options to set up and personalize SAP CRM to your individual preferences. Most of the functions to personalize the user interface of SAP CRM are conveniently accessible on the central personalization page. Change/Check Personal data, assigned Bus.Role. Change current password Change/Check general settings (time zone, date/time format, currency etc.) Activate screen reader mode Enable Configuration Mode Define the settings for the groupware integration in SAP CRM (e.g. MS Outlook)
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Personalization (cont.)
Enter the central personalization page Change Layout (Skin, Text) Pers. Links in Nav. Bar (e.g. # of recent items)
subscribe to your personal feed. Enter the link to your feed reader
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Personalization (cont.)
When you log on, all pages have a particular default layout, but you can personalize your pages. Via drag and drop or enter the personal setting options via this button Options for layout personalization: Overview page (e.g. visibility and order of Assignment Blocks) Tables and Lists (e.g. order and visibility of columns) Home page (arrangement of Assignment Blocks) You can find some examples on the next pages. Note: The personalize settings are saved for your personal user account. In most of the cases the changes can be reset to the default settings that are defined within CRM customizing.
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User should have the possibility to create his own Table Layout (within certain degree of freedom defined in configuration by system experts).
Solution
Each user can define: Column to visualize (within the ones defined as available in configuration) Column order Column width Number of displayed lines
User personalization cannot overrule page configuration. That means that user can only personalize tables in the borders of the given configuration. For example they can only show or hide fields, which are already available for the screen.
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User should have the possibility to create their own Home Page Layout (within certain degree of freedom defined in configuration by system experts).
Solution
Each user can define: Assignment Block to visualize (within the ones defined as available in configuration) Assignment Block Layout
Home page personalization could be deactivated if users must not have this flexibility (e.g. to simplify application maintenance).
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Agenda
SAP CRM Web UI
Architecture UI Configuration Personalization Additional Features
Transaction Launcher Task Based UI
Agenda
SAP CRM Web UI
Architecture UI Configuration Personalization Additional Features
Transaction Launcher Tasked Based UI
Task Based UI
You can build task-based user interfaces (UIs) to make it easier for users to perform their daily tasks. The user interface dynamically supports users in performing their daily tasks. The user interface is structured in several steps. Every step represents a small, easy part of the overall task. The users are guided through these steps to accomplish their task. In the UI configuration, you can select the views that you want to use for the task-based UI. You can define the steps of the task-based UI and define the order of these steps. A view can be assigned to every step.
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Agenda Day 1
SAP CRM Web UI
Architecture UI Concept and UI Component Concept Navigation Bar and Business Roles UI Configuration Personalization Additional Features BOL & GenIL Knowledge Check
Business Layer
The business layer consists of the: Business Object Layer (BOL) The BOL stores data of business objects such as business partners and sales orders, during runtime of a WebClient session. It was implemented to guarantee the separation of the CRM WebClient UI and the underlying business logic. Generic Interaction Layer (GenIL) The GenIL handles the data transfer from the BOL to the Application Programming Interfaces (APIs) of the underlying (CRM) business engine (application logic and database tables). In other words, the GenIL connects the BOL to the underlying business logic and database through the Application Programming Interfaces (APIs) of the underlying application (which can be even different from SAP ERP Systems (e.g. SAP ECC, nonSAP,). Business Object Group of unstructured attributes, which characterize a Business object (e.g. Accounts, Employees, Orders; Activities). BO can be hierarchically aggregated in order to create an Object Model.
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Data structures of the BOL hold Business Objects for CRM web client sessions GenIL Model and Implementation Classes connect BOL to CRM APIs and DB
e.g. SAP ERP, SAP ISU, MS Excel, Siebel
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GENIL_MODEL_BROWSER Visualizes the BOL model and the relations between BOL objects.
GENIL_BOL_BROWSER Test data retrieval from database to BOL through the GENIL. Very useful for testing queries.
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At the conclusion of this exercise, you will be able to: Explore the Genil model via the Genil model browser Examine the Genil data model and the relations between BOL objects modeled in the Genil
Additional information: Answer some questions to the Genil model by using the Genil Model browser.
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At the conclusion of this exercise, you will be able to: Explore the BOL via the Genil BOL browser Examine and change the values BOL object attributes Execute queries
Additional Information: Answer some questions to different BOL objects and queries by using the Genil BOL browser.
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Agenda
SAP CRM Web UI
Architecture UI Concept and UI Component Concept Navigation Bar and Business Roles UI Configuration Personalization Additional Features BOL & GenIL Knowledge Check
Knowledge Check
1. Knowledge checks tie back to learning objectives and key content covered in the day. 2. Knowledge checks are review questions listed on the slide for the participants to answer. Answers should be added to the Faculty Guide (Knowledge Checks section). 3. Knowledge checks occur at the end of each day or can be included at the end of longer topics.
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Knowledge Check
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Knowledge Check
1. The CRM WebClient is based on a multi-layer architecture on the server side. What are the main Layers? 2. What is the difference between BOL objects and context nodes? 3. Which parts of the GUI are depending on the business role. 4. Name the four parameters by which the configuration of a view is differentiated. 5. How can you find out the technical name of a view? 6. Name the different configuration tools and describe them.
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Agenda
SAP CRM Web UI
Architecture UI Concept and UI Component Concept Navigation Bar and Business Roles UI Configuration Personalization Additional Features BOL & GenIL Knowledge Check
Q&A
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Lessons Learned
We have introduced ourselves and exchanged our expectations We have now a first understanding of SAP CRM 7.0 functionalities We understand which enhancements have been introduced with SAP CRM 7.0 We can now explain the concept of CRM Web UI We have now a basic understanding how to configure the UI and some additional features We can now explain the purpose and the structure of a Business Role
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