Crm technical laundry list

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CRM Technical Laundry List

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Crm technical laundry list

  1. 1. CRM Technical Laundry List Stephen Johannes
  2. 2. Contents <ul><li>Introduction </li></ul><ul><li>CRM Terms </li></ul><ul><li>ERP vs CRM </li></ul><ul><li>Data Model </li></ul><ul><ul><li>1O API </li></ul></ul><ul><ul><li>Product Master </li></ul></ul><ul><ul><li>Business Partner </li></ul></ul>
  3. 3. Contents - Continued <ul><li>Events, Middleware </li></ul><ul><ul><li>CRMV_EVENT </li></ul></ul><ul><ul><li>R3AR4 </li></ul></ul><ul><ul><li>XIF </li></ul></ul><ul><li>Webclient </li></ul><ul><ul><li>Delete Component </li></ul></ul><ul><ul><li>BOL Deconstruction </li></ul></ul>
  4. 4. Contents – Continued <ul><li>Cool Item </li></ul><ul><ul><li>Simple Search </li></ul></ul>
  5. 5. CRM Terms <ul><li>What is CRM? </li></ul><ul><li> Customer relationship management ( CRM ) is a </li></ul><ul><li>multifaceted process, mediated by a set of information </li></ul><ul><li>technologies, that focuses on creating two-way exchanges </li></ul><ul><li>with customers so that firms have an intimate knowledge of </li></ul><ul><li>their needs, wants, and buying patterns. </li></ul>
  6. 6. CRM Terms <ul><li>What type of data is typically stored by a SAP CRM </li></ul><ul><li>system? </li></ul><ul><li> Customer Visits </li></ul><ul><li> Customer Meetings </li></ul><ul><li> Leads, Opportunities, Quotations, Sales Orders </li></ul><ul><li> Service Requests, Service Orders </li></ul><ul><li> Customer / Vendor Profiles </li></ul><ul><li> Customer Relationships </li></ul><ul><li> Product Information </li></ul>
  7. 7. CRM Terms <ul><li>Business Partner </li></ul><ul><ul><li>A person, organization, or group involved in a customer interaction </li></ul></ul><ul><li>Business Transaction </li></ul><ul><ul><li>A significant internal or external event that is recorded in the CRM system that describe a customer supporting activity or interaction </li></ul></ul><ul><ul><li>(Activity, Complaint, Lead, Opportunity, Sales Order, Service Order, etc) </li></ul></ul><ul><li>Product </li></ul><ul><ul><li>A good or service involved in customer supporting activity or interaction </li></ul></ul>
  8. 8. ERP vs CRM <ul><li>Typically Single Client </li></ul><ul><li>Segmented Data Model vs Structured </li></ul>
  9. 9. Data Model – 1O API <ul><li>Business Transactions are modeled via the One Order Concept(1O). </li></ul><ul><li>CRMD_ORDERADM_H – Header </li></ul><ul><li>CRMD_ORDERADM_I – Items </li></ul><ul><li>CRMD_CUSTOMER_H – Customer Header Extensions </li></ul><ul><li>CRMD_CUSTOMER_I – Customer Item Extensions </li></ul>
  10. 10. Data Model – 1O API <ul><li>Each part of the business transaction is known as a segment </li></ul><ul><ul><li>ORDERADM_H </li></ul></ul><ul><ul><li>ORDERADM_I </li></ul></ul><ul><ul><li>SALES </li></ul></ul><ul><ul><li>OPPORT_H </li></ul></ul><ul><ul><li>ACTIVITY_H </li></ul></ul>
  11. 11. Data Model – Product Master <ul><li> Three important tables </li></ul><ul><li> COMM_PRODUCT </li></ul><ul><li> COMM_PR_FRG_REL </li></ul><ul><li> COMM_PRMAT </li></ul><ul><li> Technically a product does not have any segments until assigned to product category!!! The product subtype hierarchy R3PRODSTYP defines this i.e MAT_FERT which has: </li></ul><ul><li> COMM_PR_MAT </li></ul><ul><li> COMM_PR_UNIT </li></ul><ul><li> You must assign a product a valid category before you can assign it segment data! </li></ul>
  12. 12. Data Model – Business Partner <ul><li>We call Business Partners: “BUPA’s” per naming </li></ul><ul><li>convention in CRM </li></ul><ul><li> Central Data stored in BUT000 </li></ul><ul><li> Most tables/segments start such as BUT* or CRMM_BUT_* </li></ul><ul><li> Relationships stored in BUT050 </li></ul><ul><li> Partner id is primary key BUPA guid is secondary key </li></ul><ul><li> Extensions are handled via the EEWB/AET. Don’t try to write these from scratch unless you know BDT and prefer doing things in more painful fashion. </li></ul>
  13. 13. CRMV_EVENT <ul><li>The event handler framework is used by the CRM </li></ul><ul><li>business transaction framework to notify changes within </li></ul><ul><li>the transaction to other segments within. </li></ul><ul><li> CRMV_EVENT is primary customizing transaction </li></ul><ul><li> You can determine what events are called as a business </li></ul><ul><li>transaction is edited by setting the user parameter </li></ul><ul><li>CRM_EVENT_TRACE to 'X' on your userid. The report </li></ul><ul><li>CRMV_EVENT_TRACE will allow you to see the results. </li></ul><ul><li> The event framework is quite useful when a badi will not </li></ul><ul><li>meet your requirements. </li></ul>
  14. 14. R3AR4 <ul><li>Sometimes we need to re-download a particular set of data to CRM </li></ul><ul><li>We can use replication requests to handle moving a single business partner over </li></ul><ul><li>R3AR2 – define request </li></ul><ul><li>R3AR4 – start request </li></ul><ul><li>R3AR3 – monitor request </li></ul>
  15. 15. XIF + LSMW <ul><li>We need to import data into our CRM system and don't want to write code </li></ul><ul><li>Solution: XIF with LSMW </li></ul><ul><li>Follow my favorite blog: </li></ul><ul><ul><li>http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/2197 </li></ul></ul>
  16. 16. Webclient – Delete Component <ul><li>Oss Note: 1122248 </li></ul>
  17. 17. Webclient BOL Deconstruction <ul><li>BOL Component Definitions </li></ul><ul><li>Business Partner BOL </li></ul><ul><li>Business Transaction BOL </li></ul>
  18. 18. BOL Component Definitions <ul><li>View Cluster CRMVC_GIL_APPDEF </li></ul>
  19. 19. Business Partner BOL Package
  20. 20. Business Partner BOL <ul><li>Transaction CRM_BUIL_CUST </li></ul>
  21. 21. Business Transaction BOL Package
  22. 22. Business Transaction BOL
  23. 23. Simple Search
  24. 24. Simple Search - Results
  25. 25. Setting up the Search <ul><li>The document in service marketplace: </li></ul><ul><li>http://service.sap.com/instguides </li></ul><ul><li>SAP Business Suite Applications->SAP CRM ->SAP CRM 7.0->Operate </li></ul><ul><li>Configuring CRM Enterprise Search 7.0 </li></ul>
  26. 26. Setting up the Search <ul><li>CRM -> UI Framework </li></ul>
  27. 27. Setting up the Search
  28. 28. UI Framework Configuration
  29. 29. UI Framework Configuration
  30. 30. UI Framework Configuration
  31. 31. Navigation Bar Profile
  32. 32. Define Parameters
  33. 33. ESH_COCKPIT Configuration
  34. 34. Create Connector
  35. 35. Schedule Indexing – Initial Load
  36. 36. Create Variant <ul><li>Program ESH_IX_CHANGE_POINTERS </li></ul>
  37. 37. CRM Wiki <ul><li>http://wiki.sdn.sap.com/wiki/display/CRM/CRM+Web+Client+UI+Framework </li></ul><ul><li>http://wiki.sdn.sap.com/wiki/display/CRM/Customer+Relationship+Management </li></ul>

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