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Creating Engaging SAP User Interfaces with Adobe Flex

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A presentation from SAP TechEd 2010. It covers different ways of integrating Flex applications with SAP and discusses how Adobe internally has developed a Flex based frontend on top of SAP CRM to make ...

A presentation from SAP TechEd 2010. It covers different ways of integrating Flex applications with SAP and discusses how Adobe internally has developed a Flex based frontend on top of SAP CRM to make call center agents more efficient.

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  • At Adobe experience innovation starts with how we view the user.Vendors have talked for a long time about “users” as the core of their development. But they work out from the system to the user. And of necessity their view of users is really about a community of one - one user, and if actual people don’t fit this description than they operate at their own peril.At Adobe, we work out from the end user to the various systems that must be brought into play. And it is clear that the interaction models that customers experience in the consumer world – starting with the social networks as destinations and now infiltrating every web application transaction we initiate or participate in, are defining their expectations for enterprise applications as well.
  • When you break it down, an intuitive user experience has a variety of characteristics:Effective. Supports goal accomplishment with minimum effort.Efficient. Allows rapid task completion Engaging. Offers enjoyable day-to-day operation.Easy to learn. Supports rapid initial skill acquisition &expanded skill development with experience.Error free. Prevents errors and supports error recovery. And to support these five E’s, it has to be personalized, enable the user to collaborate with others in the context of the task at hand, all while completely abstracting and automating all backend processes.
  • In a recent survey done by Forrester, LOB people were asked about their top priorities. Looking at their top priorities, you can quickly see how our RIA solutions help them achieve their goals.Intuitive RIA driven self service applications reduce the cost of servicing customers by streamlining and simplifying the user interaction reducing the number of calls to the call centerIntuitive applications for employees increase people’s capabilities allowing them to quickly respond to customers and increase the number of customers they can service.RIA self service also increases customers satisfaction and retention by empowering users to help themselves anytime and anywhere.And RIAs introduce new customer interaction paradigms opening new markets and innovating services not possible in the past (offline, complex processing, real time, collaboration … )
  • To set context for our roadmap, it is important to understand what LiveCycle is today. We released LiveCycle ES2 in November of 2009. It is based on three key pillars: RIA Services, Process Management, and Document Services.

Creating Engaging SAP User Interfaces with Adobe Flex Creating Engaging SAP User Interfaces with Adobe Flex Presentation Transcript

  • CD209 - Creating Engaging SAP User Interfaces with Adobe Flex
    Andreas Tan | Senior Enterprise Architect, Adobe Systems
    Matthias Zeller | Group Product Manager, Adobe Systems
  • Adobe revolutionizes how the world engageswithideasand information
    2
    2
  • Our Customers
    Enterprise IT & Line of Business
    CreativeProfessionals
    Marketers, Publishersand Advertisers
    Application Developers
    Knowledge Workers
    Create and optimize media
    assets and online ROI
    Design rich, meaningful customer engagements
    Maximize creative breakthrough and impact
    Build engaging, effective applications across screens
    Enhance cross-team productivity and collaboration
    3
  • Enterprises Face a User-Centric Moment of Truth
  • What Are Intuitive User Experiences?
    Effective, Efficient, Engaging, Easy to learn, Error free
    Personalized, responsive experiences across devices and channels
    Communication & collaboration in context
    Harmonization of backend processes and services
  • Why Do Intuitive User Experiences Matter?
    Forrester
    August 7, 2010
    The State Of Enterprise IT Budgets: 2010
    by Heidi Lo and Andrew Bartels
  • Adobe LiveCycle ES2
    RIA SERVICES
    DOCUMENT SERVICES
    PROCESS MANAGEMENT
  • Adobe Project Hendrix
    A new user experience for Adobe call centerrepresentatives
    Built on SAP CRM, Genesys CTI and custom applications
    Mission:
    Reduce average handling time
    Increase first call resolution
    Increase customer satisfaction
    8
  • The Discovery phase
  • The Discovery phase
  • The Discovery phase
  • The Discovery phase
  • The Discovery phase
    Unnecessary steps
    Too many steps, processes too long
    Process was tied to the systems
    Too much room for error
    Too many different systems
    Too many band-aids
  • The Discovery phase
  • The Discovery phase
    No progressive disclosure
    No data visualization
    Poor information architecture
    Tiny buttons, no keyboard shortcuts
  • What we found
    The tools
    The processes
    Find CRM Delivery N°
    Find UPS Shipping Tracking N°
    Enter N° in UPS website
    Check elligibility, register previous product, if purchase is from reseller, POP needs to be sent
    Find upgrade SKU
    Order new product
    Check billing address
    Check delivery address
    Escalate for validation by tier 1 senior
    Order confirmation
    Outlook
    Find SKU
    Enter payment details
    Check billing address
    Check delivery address
    Order confirmation
    Unlocking
    SNS
    ESD returns
    Register serial number
    Check elligibility (within 30 days, purchase from direct)
    Create RMA number (returns number)
    Send LOD by email
    Customer sends back digitally signed LOD
    Case delegated to a Tier 1 CS agent
    Agent checks LOD, disables serial number and escalates to Senior
    Senior releases RMA to trigger payment
    Check elligibility
    Find product
    Order new product
    Check billing address
    Check delivery address
    Take payment details
    Order confirmation
    CRM
    CSUI
    Shrink Wrap returns
    Register serial number
    Check elligibility (within 30 days, purchase from direct)
    Create RMA number (returns number)
    Disable serial number
    For free uplift: Uplift arranged
    Customer sends software with RMA to warehouse
    Warehouse receives product, releases RMA and funds automatically sent to customer
    Knova
    Notepad
    Kana
    Find the original order
    Register orginal PSN
    Enter serial number in serial number issuer
    Give reason for reserialisation and register PSN
    Cancel old PSN and remove from contracts
    Adds SN to DNR server
    CTI/Genesys
    Send TOL form to customer
    Status “Pending Customer Action”, awaiting the TOL form to be returned.
    When CS receives the completed TOL form:
    Attaches it to the case
    Transfer from original owner to the new owner
    Email sent to original and new owner that TOL has been completed
    UPS
    Fedex
    LWS
  • What we found
    Multitude of slow, cumbersome tools.
    Overly complicated processes.
    Frustrated agents.
    Dissatisfied customers.
  • Our vision
    Provide an all-in-one, process-driven solution.
  • Turning the vision into reality
  • Turning the vision into reality
  • Turning the vision into reality
  • Before and after
  • Buying products
  • Buying products
  • Documenting a call
  • Documenting a call
  • CTI
  • CTI
  • Demo
    29
  • Adobe LiveCycle RIA Services
    LiveCycle Mosaic ES
    Assemble intuitive, personalized and highly productive applications through a composite RIA framework
    LiveCycle Data Services ES
    Improve the performance and simplify the development and integration of your RIA application with backend systems
    LiveCycle Collaboration Service
    Build real-time, multi-user collaboration into existing or new rich Internet applications
  • Options to Integrate Flash/Flex with SAP applications
    Web Dynpro Rich Islands for Flash
    Flex apps connecting to SAP via SOAP or REST
    Flex apps connecting to SAP via LiveCycle Data Services
    31
  • Embedded Flex in SAP: Web Dynpro Rich Islands for Flash
    Rich UI components
    Mashups like Google maps
    Dashboards
    Flash Video and Adobe Connect
    http://wiki.sdn.sap.com/wiki/display/EmTech/SAP+Rich+Islands+for+Adobe+Flash
  • Direct connections between SAP and Flex/Air
    HTTP
    SOAP connection
    REST connection
  • Direct connections between SAP and Flex/Air
    • Why is XML/SOAP not always the best solution?
    Development effort can be reduced
    Missing Functionality
    Data Management
    Real-time Messaging
    Possible performance issues
    Rendering of XML in flash player
    Network traffic and SAP system load
    High volume of users
  • LiveCycle Data Services
    Improved Data Management
    Most efficient framework for data handling between RIA Client, RIA Server and backend SAP system
    Based on CRUD, as is the SAP Enterprise Services approach
    Increased Performance
    Optimized protocol between RIA Client and RIA Server
    Lazy Loading and Paging reduce requests on SAP server and network
    Integration with Enterprise security infrastructure
    Real-time messaging based on push mechanism
    PDF generation and WSRP portal support
  • 36
    What is LiveCycle Data Services ES
    Client
    Client
    Client
    LCDS ES application consists of two parts
    • Client-side application
    • Server-side Java web application
    Web Server
    J2EE Server
    Live Cycle Data Services
    Client application is typically an Adobe Flex or AIR application. Flex and AIR applications use Flex components to communicate with the LiveCycle Data Services ES server
    The LiveCycle Data Services ES server is a combination of a J2EE web application and a highly scalable network socket server.
  • 37
    Java or SAP JCO
    LiveCycle Data Services ES Features
    Web Service
    HTTP Service
    Remoting Service
    Publish & Subscribe
    Collaboration
    Real Time Data Push
    Data Syncronization
    Off-line Applications
    Data Paging
    Live Cycle
    Hibernate
    Cold Fusion
    JMS
    Custom
    Live Cycle Data Services ES
    Service Adapters
    RPC Services
    Data Mgmt Services
    SQL
    Messaging Services
    Proxy Service
    Portal Deployment
    RIA PDF Generation
  • 38
    RPC Services Diagram (Authentication for SAP sample)
    • Enable asynchronous requests to remote services
    • Process the requests and then return data directly to the client
    • Access data through client-side RPC components that include:
    • HTTP GET or POST (HTTP services)
    • SOAP (web services)
    • Java objects (remote object services)
    Use Remoting (remote object services) where possible due to the significant gains in response time!
  • 39
    Data Management Service
    • Supports automatic and manual synchronization of a common set of data
    • On multiple clients
    • On server-side data resources
    • The client automatically tracks changes made to the objects
    • Can apply those changes on the server objects
    • The server can update any clients viewing these objects
  • Physical Architecture of Flex, LCDS and SAP Integration
    User Desktop
    FIREWALL
    FIREWALL
    Internet Browser
    Flash Player
    Your Flash Application
    Your Application
    SAP
    JBoss LCDS Cluster
    Server 1.2
    JCO - JNI – TCP/ IP
    Server 1.3
    AMF / HTTPS
    ...
    Load Balancer
    ...
    Server 1.n
  • LiveCycle Data Services ES client architecture
    41
  • Configuration between LCDS and JCO / Backend APIs
    42
    Sample MXML codes to make connection from Flex to the backend thru LCDS
    • For Manage Data Services
    <mx:DataService id="customerService" destination="CustomerService" autoCommit="false" autoSyncEnabled="true"/>
    • For Remote Object Services
    <mx:RemoteObject id="loginRO" destination="LoginService"/>
  • Data-management-config.xml
    43
    <destination id="CustomerService">
    <adapter ref="java-dao" />
    <properties>
    <!-- <use-transactions>true</use-transactions> -->
    <source>com.adobe.itapps.demo.service.CustomerService</source>
    <scope>application</scope>
    <metadata>
    <identity property="customer"/>
    </metadata>
    ….
    </properties>
    </destination>
  • Remoting-config.xml
    44
    <destination id="LoginService"><properties><source>com.adobe.isapps.sparta.ds.LoginService</source></properties></destination>
  • JCO Connection considerations
    45
    Depending how your application works, you need to decide whether to you use Stateful or Stateless JCO connection;
    Example: CRM call center locks customer record while a user is working on a transaction for the customer. In this case, Stateful maybe appropriate to use
  • Future Roadmap: SAP Connector for LiveCycle Data Services
    46
  • SAP Adapter for LCDS Overview
    47
    • Connector to SAP to ease development of RIA on top of SAP applications
    • Flash developers can find and invoke an RFC function as a Flex remote service
    • Flash Builder plug-in provides model driven development for SAP RIA development
  • SAP Flash Builder Integration
    48
    • Connect to one or more SAP systems
    • Introspect and find RFC modules and functions
  • Data model view with relationships
    49
    • Map SAP RFC functions to Flex remote functions
    • Customize functions in Flex - Modify function names, parameters, inputs and outputs
    • Generate ActionScript facades to communicate with SAP
  • Questions?Andreas Tan – atan@adobe.comMatthias Zeller – mzeller@adobe.com
    50