tecrm 20 presentation
TRANSCRIPT
Modules Presentation
Ahmed Shouman27th, July 2015
sample for a
picture in the title
slide
ENTERPRISE CONSULTANCY SERVICES - Slide 2
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 3
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 4
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
ENTERPRISE CONSULTANCY SERVICES - Slide 5
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 6
Introduction
ENTERPRISE CONSULTANCY SERVICES - Slide 7
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 8
Structure of Transactions
ENTERPRISE CONSULTANCY SERVICES - Slide 9
General Structure of Transactions
• A business transaction represents a business interaction with a business partner.
ENTERPRISE CONSULTANCY SERVICES - Slide 10
Transaction Types Item Categories and ItemCategory Determination• A transaction type defines the attributes and characteristics of a business
transaction &controls how a specific business transaction is processed.
ENTERPRISE CONSULTANCY SERVICES - Slide 11
Transaction Types Item Categories and ItemCategory Determination
ENTERPRISE CONSULTANCY SERVICES - Slide 12
Item Category Determination
ENTERPRISE CONSULTANCY SERVICES - Slide 13
Basic Functions in Business Transactions
• Copying Business Transactions
ENTERPRISE CONSULTANCY SERVICES - Slide 14
Basic Functions in Business Transactions
• Subsequent Referencing
ENTERPRISE CONSULTANCY SERVICES - Slide 15
Basic Functions in Business Transactions
ENTERPRISE CONSULTANCY SERVICES - Slide 16
Basic Functions in Business Transactions
• Date Management
ENTERPRISE CONSULTANCY SERVICES - Slide 17
Basic Functions in Business Transactions
• Status Management
ENTERPRISE CONSULTANCY SERVICES - Slide 18
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 19
Overview of Activity Management
• Activities such as interaction logs and appointments keep a record of any interaction that has taken place between your company and its customers.
• Tasks provide a way for your employees to manage their own workload and to record reminders.
ENTERPRISE CONSULTANCY SERVICES - Slide 20
Customizing Activities and Special ActivityFunctions
ENTERPRISE CONSULTANCY SERVICES - Slide 21
Follow-Up Activities
ENTERPRISE CONSULTANCY SERVICES - Slide 22
The Survey Suite
The Questionnaire in the activity is based on the Survey Tool.
ENTERPRISE CONSULTANCY SERVICES - Slide 23
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 24
Overview of Partner Processing
• Partner processing controls how the system works with business partners in transactions.
ENTERPRISE CONSULTANCY SERVICES - Slide 25
Automatic Partner Processing
• During transaction processing, the main business partner or technical object, this is usually the sold-to party;
ENTERPRISE CONSULTANCY SERVICES - Slide 26
Customizing Partner Processing
• Partner Processing in Customizing
ENTERPRISE CONSULTANCY SERVICES - Slide 27
Partner function category &Partner function
ENTERPRISE CONSULTANCY SERVICES - Slide 28
Partner Determination Procedure
ENTERPRISE CONSULTANCY SERVICES - Slide 29
Access Sequences
ENTERPRISE CONSULTANCY SERVICES - Slide 30
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 31
Action Processing
• Examples for Actions
ENTERPRISE CONSULTANCY SERVICES - Slide 32
Action Processing: Workflow
ENTERPRISE CONSULTANCY SERVICES - Slide 33
Processing Time
ENTERPRISE CONSULTANCY SERVICES - Slide 34
Processing Types
ENTERPRISE CONSULTANCY SERVICES - Slide 35
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 36
Overview of Pricing
Pricing information in the Internet (CRM Web Channel),
ENTERPRISE CONSULTANCY SERVICES - Slide 37
IPC Implementation Scenarios
ENTERPRISE CONSULTANCY SERVICES - Slide 38
• The pricing procedure defines the valid condition types and their calculation sequence in the transaction.
ENTERPRISE CONSULTANCY SERVICES - Slide 39
Determination of Pricing Procedure
ENTERPRISE CONSULTANCY SERVICES - Slide 40
Condition Types
ENTERPRISE CONSULTANCY SERVICES - Slide 41
Access Sequence
• search strategy that the system uses to search for valid data in a specific condition type
ENTERPRISE CONSULTANCY SERVICES - Slide 42
Condition Table
ENTERPRISE CONSULTANCY SERVICES - Slide 43
Condition Technique
ENTERPRISE CONSULTANCY SERVICES - Slide 44
Condition Maintenance and Pricing Functions
• Condition Maintenance
ENTERPRISE CONSULTANCY SERVICES - Slide 45
Condition Maintenance Groups and Contexts
ENTERPRISE CONSULTANCY SERVICES - Slide 46
Pricing: Functions
ENTERPRISE CONSULTANCY SERVICES - Slide 47
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
ENTERPRISE CONSULTANCY SERVICES - Slide 48
Overview of CRM Billing
• System Landscape
ENTERPRISE CONSULTANCY SERVICES - Slide 49
Billing Process Overview
ENTERPRISE CONSULTANCY SERVICES - Slide 50
Input Processing
ENTERPRISE CONSULTANCY SERVICES - Slide 51
Billing Process
• CRM Billing transfers billing due list items to billing document items
• Billing documents (for example, invoices, credit memos) are created from items which come from a wide range of CRM business transactions.
ENTERPRISE CONSULTANCY SERVICES - Slide 52
Output Processing
ENTERPRISE CONSULTANCY SERVICES - Slide 53
Billing Option: Billing Plans
ENTERPRISE CONSULTANCY SERVICES - Slide 54
Customizing CRM Billing
• Customizing Organizational Data
ENTERPRISE CONSULTANCY SERVICES - Slide 55
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 56
Architecture Overview
ENTERPRISE CONSULTANCY SERVICES - Slide 57
CRM Server Architecture
ENTERPRISE CONSULTANCY SERVICES - Slide 58
SAP CRM and SAP Backend Systems
ENTERPRISE CONSULTANCY SERVICES - Slide 59
Underlying Technology QRFC
ENTERPRISE CONSULTANCY SERVICES - Slide 60
SAP CRM: Data Exchange with Laptops
ENTERPRISE CONSULTANCY SERVICES - Slide 61
The CRM Server
ENTERPRISE CONSULTANCY SERVICES - Slide 62
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 63
Introduction
• SAP CRM Server Architecture
ENTERPRISE CONSULTANCY SERVICES - Slide 64
Message Flow Overview
ENTERPRISE CONSULTANCY SERVICES - Slide 65
Message Flow for SAP R/3 Backend
ENTERPRISE CONSULTANCY SERVICES - Slide 66
Connection: CRM - SAP R/3
ENTERPRISE CONSULTANCY SERVICES - Slide 67
Site Attributes for R/3 Site
ENTERPRISE CONSULTANCY SERVICES - Slide 68
Download from ECC to CRM
• Initial R/3 to CRM Load of Customizing Data
ENTERPRISE CONSULTANCY SERVICES - Slide 69
Monitoring the Initial Load: Monitoring tools:. Monitoring Initial Load: R3AM1
. qRFC-Monitoring:
. Outbound Queue Scheduler: SMQSOutbound Queue: SMQ1Inbound Queue Scheduler: SMQRInbound Queue: SMQ2
. BDoc Monitoring:
. BDoc Details: SMW01BDocSummary:SMW02Middleware Trace: SMWTMiddleware Monitoring Cockpit: SMWP
ENTERPRISE CONSULTANCY SERVICES - Slide 70
Download from ECC to CRM
• Delta Load R/3 to CRM: Data Flow
ENTERPRISE CONSULTANCY SERVICES - Slide 71
Object Classes
• The object class controls the activation and deactivation of delta loads for groups of Business Adapter Objects.
ENTERPRISE CONSULTANCY SERVICES - Slide 72
Upload from CRM to ECC
• Initial load CRM to R/3: Data Extract in CRM System
ENTERPRISE CONSULTANCY SERVICES - Slide 73
Initial load CRM to R/3: Data Flow
ENTERPRISE CONSULTANCY SERVICES - Slide 74
Delta Load CRM to R/3: Data Flow
ENTERPRISE CONSULTANCY SERVICES - Slide 75
qRFC: Delta Load CRM to R/3
ENTERPRISE CONSULTANCY SERVICES - Slide 76
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 77
CRM Middleware: Monitoring
• Landscape for Delta Extraction
ENTERPRISE CONSULTANCY SERVICES - Slide 78
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 79
External Interface Adapter (XIF)
ENTERPRISE CONSULTANCY SERVICES - Slide 80
The XIF Adapter: Overview
ENTERPRISE CONSULTANCY SERVICES - Slide 81
ENTERPRISE CONSULTANCY SERVICES - Slide 82
The External Interface Adapter: SOAP/XML
ENTERPRISE CONSULTANCY SERVICES - Slide 83
The External Interface Adapter: IDoc
ENTERPRISE CONSULTANCY SERVICES - Slide 84
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 85
BW Adapter (BWA) Basic Function
• Data Source (A BI term for a collection of raw data fields
• BI Transformations are mapping and cleansing rules for data in route form a RAW format
• The BW adapter (BWA) is called as a part of the messaging flow most of the time
• The main reason for the BW adapter in CRM is to capture delta and prepare it to be retrieved by BI
• The transaction BWA1 allows the review of the meta data, used by the BW adapter
ENTERPRISE CONSULTANCY SERVICES - Slide 86
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 87
Overview of the BI (Business Intelligence) Adapter
• Overview of the Groupware Adapter
ENTERPRISE CONSULTANCY SERVICES - Slide 88
Integration Architecture: Groupware Adapter.
ENTERPRISE CONSULTANCY SERVICES - Slide 89
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 90
UI Elements
ENTERPRISE CONSULTANCY SERVICES - Slide 91
UI Element: L-Shape
ENTERPRISE CONSULTANCY SERVICES - Slide 92
Navigation Area: Navigation Bar
ENTERPRISE CONSULTANCY SERVICES - Slide 93
Personalization
• End User Personalization
ENTERPRISE CONSULTANCY SERVICES - Slide 94
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
ENTERPRISE CONSULTANCY SERVICES - Slide 95
Business Role
ENTERPRISE CONSULTANCY SERVICES - Slide 96
Business Role / Navigation Bar: Terminology
ENTERPRISE CONSULTANCY SERVICES - Slide 97
Technical Profile
ENTERPRISE CONSULTANCY SERVICES - Slide 98
Functional Profiles
ENTERPRISE CONSULTANCY SERVICES - Slide 99
Business Role & Authorization Concept
ENTERPRISE CONSULTANCY SERVICES - Slide 100
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
ENTERPRISE CONSULTANCY SERVICES - Slide 101
Navigation Bar Customizing
• Navigation Bar: Terminology
ENTERPRISE CONSULTANCY SERVICES - Slide 102
Logical Links
• There are four different types of links that can be integrated to the Navigation Bar
ENTERPRISE CONSULTANCY SERVICES - Slide 103
Transaction Launcher Customizing
• allows to access business transactions directly from the CRM WebClient UI & save agents from logging into multiple systems and repeating data entry.
ENTERPRISE CONSULTANCY SERVICES - Slide 104
Transaction Launcher Types
ENTERPRISE CONSULTANCY SERVICES - Slide 105
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
ENTERPRISE CONSULTANCY SERVICES - Slide 106
UI Components
• Layers of the CRM WebClient UI
ENTERPRISE CONSULTANCY SERVICES - Slide 107
Visible Model-View-Controller (MVC)
ENTERPRISE CONSULTANCY SERVICES - Slide 108
Generic Interaction Layer and Business Object Layer
• Business Layer
ENTERPRISE CONSULTANCY SERVICES - Slide 109
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
ENTERPRISE CONSULTANCY SERVICES - Slide 110
UI Configuration
• UI Configuration: Overview
ENTERPRISE CONSULTANCY SERVICES - Slide 111
Design Layer
• The design layer controls field labels in form views, table columns, and in the search criteria of the advanced search.
ENTERPRISE CONSULTANCY SERVICES - Slide 112
Fact Sheet
• The fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources such as business partner master data, statistical and transaction data, derived from SAP CRM, SAP ECC, and SAP NetWeaver BI.
ENTERPRISE CONSULTANCY SERVICES - Slide 113
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
ENTERPRISE CONSULTANCY SERVICES - Slide 114
Easy Enhancement Workbench
• EEW allows you to enhance business objects in SAP CRM with user-defined fields and tables and distribute them to SAP ECCand the Mobile Client via the CRM Middleware.
ENTERPRISE CONSULTANCY SERVICES - Slide 115
Application Enhancement Tool
• The Application Enhancement Tool has been introduced to enhance CRM applications.
• The Application Enhancement Tool is integrated in the UI Configuration Tool, and can be started in this tool.
ENTERPRISE CONSULTANCY SERVICES - Slide 116
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
ENTERPRISE CONSULTANCY SERVICES - Slide 117
Component Enhancement
ENTERPRISE CONSULTANCY SERVICES - Slide 118
Thank You !