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SAPtips4On CRM


February / March 2007 Volume V Issue 1

Enhancing SAPs Customer Interaction Center Workspaces

with WebClient or WinClient
By Scott Cameron, SAP CRM Consultant

Editors Note: Does it often seem From the WinClient perspective,

that every tool or new functionality the expansion will be controlled by
only brings with it more layers of com- the end user and gives the end user
plexity to learn and conquer? Well, the freedom to expand his or her work
we cant eliminate all of these, but One of the main areas. These areas are controlled with
with Scott Camerons expert advice a button on the toolbar. Figure 2 dis-
we can help you make the CRM Cus- drawbacks of plays the Toolbar buttons.
tomer Interaction Center workspaces
a little easier to navigate. This may WinClient is the rigid By clicking these buttons you can
seem like a trivial matter, but when expand the working area. Figure
you add the keystrokes and time Call Center structure. 3 shows an expanded navigational
saved by the end of the day, youll area. This will allow the user to max-
realize just how big it really is. Scott imize the screen. If you are looking
takes you through the configuration for a monitor for your call centers,
and points out the pros and cons of you should know that SAP devel-
the WebClient vs WinClient platforms ops their programs for a 19 moni-
along the way. Call the doctor and Youll notice that one of the main tor. Anything greater than 19 does
cancel the appointment. It looks like drawbacks of WinClient is the rigid not maximize the WinClient scrolling
you wont be needing that carpal Call Center structure. Figure 1 shows functionality.
tunnel surgery after all. the standard WinClient profile.

One of the questions I have been

asked most frequently over the years
is can we expand and collapse the
Customer Interaction Center (CIC)
workspaces to reduce the need for
scrolling? The answer to this ques-
tion is yes. In this article I outline
the configuration needed to expand

both the navigational and applica-

tion workspaces. All of this configu-
ration is standard, and is supported
from version 3.0 to 5.0.

First youll need to determine which

platform best suits your purpose. For
years there has been a debate as to
whether WebClient or WinClient is
the best platform for your CRM Cus-
tomer Interaction Center (CIC). At
the close of the article, Ive inserted
one of my Quick Hits, to outline
the main differences between CRM
WinClient and WebClient. Hopefully
this will help you choose the best
approach for your environment. Figure 1: Standard WinClient Profile SAPtips 2007 Klee Associates, Inc.

SAPtips4On CRM

February / March 2007 Volume V Issue 1

To collapse the screen and return

it to the standard, just click the
Expand/Collapse button again.

Now to configure this, you need

to access the IMG within the office
framework. Access it through the
menu path IMG Customer Rela-
tionship Management Interaction
Center WinClient Definition of
Office Framework Define Office
Framework ID and Parameters.

you control the
frameworks Figure 2: Toolbar Buttons

assigned to the

Once in this screen, select the office

Framework ID, as shown in Figure

Select the ID for the Framework

in which you would like to have this
functionality. Remember, you control
the frameworks assigned to the pro-

Figure 3: Expanded Navigational Area SAPtips 2007 Klee Associates, Inc.

SAPtips4On CRM

February / March 2007 Volume V Issue 1

Figure 4: Framework ID Selection Screen

This configuration is a two-part

step. First you will assign the visible
components, and then you will assign
the hidden components.

First the visible components: select

the ID of the Framework you would
like to add the buttons to. Once high-
lighted, double-click on the Visible
Components folders on the left tree

Your screen should look like the Figure 5: Visible Components

one in Figure 5.

You will need to add entries for

Slot 5 and Slot 6. Remember this is
not an all or nothing configuration.
If you would like to add expansion
capabilities to just one Framework,
such as the navigational area only,
you can.

Next you will need to add the

assignment of the hidden compo-
nents. This will give you the func-
tional assignment to be accessed from
the WinClient profile. The profile is
assigned to the users to control the
screen layouts.
Figure 6: LAYOUTSWITCH Configurations
To access the next screen, double-
click on the Assignment of Hidden
Components to Framework IDs fold- Remember to save your changes Note that this configuration is a
er. You will need to add the entry of along the way. Since this is a configu- supplement to the standard WinCli-
the LAYOUTSWITCH. rable object, you must transport this ent profile setup and assignment.
through your landscapes. This piece of configuration is used to
Figure 6 shows this configuration. expand the functionality of your CIC SAPtips 2007 Klee Associates, Inc.

SAPtips4On CRM

February / March 2007 Volume V Issue 1

working environment. This configu- You should know that the basic from the BP search screen simply
ration is not widely known, but does principles (processes and functional- would not transfer to the transac-
enhance your end-user experience, ities) are the same within both user tion screens. In version 5.0 this basic
with little configuration effort. interfaces. SAP does still support IC functionality is there. Additionally, if
WinClient, but new developments are you are planning to integrate the CTI
focused on the IC WebClient. (telephony functionality), I would
recommend the WebClient for this.
For performance and stability, you The functionality and integration of
are better off with the WinClient, these platforms has been rewritten
although SAP is catching up in that for the WebClient, and the support-
area with the WebClient. SAP claims ing platform is moving forward. I
that both UIs should be comparable! hope this information will help pro-
vide some insights to make your life
Furthermore, from an end-user with CRM a little more satisfying.
For performance and perspective, the way of using the two
tools is quite different. The WebCli-
stability you ent is much more user friendly, with Scott Cameron is a former Big Five
an overview that is much simpler and Consultant who has spent the last
are better off with more intuitive. four years managing the sale and
implementation of the SAP CRM
the WinClient. Customizing for both applications application, up through the cur-
is done separately. You will have a rent 4.0 version. In addition, Scott
separate customizing path for IC has nine years of SAP implemen-
WinClient and for IC WebClient. tation experience, which includes
(They sometimes overlap, however, a deep track record in SAP R/3.
so do not implement both UIs at the His R/3 background includes SD,
same time on the same server). MM, and Workflow configuration,
and he is an expert on SD Pricing
The IC WebClient is much more and Variant Configuration process-
flexible, since you can easily es as well. Scotts email address is
Quick Hits: change screen fields, screens, lay-
I havent written a Quit Hit for out, and such. But I would not take
SAPtips for quite some time, so I easy in a literal way. You can inte-
must be overdue. grate your own BSP developments in
the IC WebClient, and also R/3 pro-
This Quick Hit is WinClient vs cesses and/or Internet pages.
WebClient the differences between

them. Within a single instance of SAP

CRM, you can use two different CIC
The User Interface: thats the dif- profiles: one a WinClient and the
ference for WinClient Dynpro and other a WebClient. You can assign a
for WebClient BSP (Business Serv- WebClient to one profile and set of
er Page). Since most likely youre users and have a WinClient profile
familiar with Dynpros, and the busi- assigned to another set of users.
ness logic is the same for both UIs,
Id recommend that you to attend the Finally, where we are today? SAP
WebClient training. 5.0 version has increased functional-
ity of the WebClient. This is the first
WinClient uses the typical SAP- version that truly supports the basic
GUI, whereas the WebClient is based principles of the standard functional-
on BSP developments (standard BSP ity. In previous versions of the Web-
applications CRM_IC or CRM_IC_ Client, basic data transfer between
AUTO for automotive industry). the screens just was not there. Data SAPtips 2007 Klee Associates, Inc.

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February / March 2007 Volume V Issue 1

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