Iut260 en Col94

SAP 2010

IUT260 IC WebClient for UtilitiesIUT260

IC WebClient for Utilities

Material number: 50099967

SAP 2008

Copyright 2010 SAP AG. All rights reserved.

Neither this training manual nor any part thereof maybe copied or reproduced in any form or by any means,or translated into another language, without the priorconsent of SAP AG. The information contained in thisdocument is subject to change and supplement without prior notice.

All rights reserved.

Copyright

Trademarks: Microsoft , Windows , NT , PowerPoint , WinWord , Excel , Project , SQL-Server ,

Multimedia Viewer , Video for Windows , Internet Explorer , NetShow , and HTML Help are registered trademarks of Microsoft Corporation.

Lotus ScreenCam is a registered trademark of Lotus Development Corporation. Vivo and VivoActive are registered trademarks of RealNetworks, Inc. ARIS Toolset is a registered Trademark of IDS Prof. Scheer GmbH, Saarbrcken Adobe and Acrobat are registered trademarks of Adobe Systems Inc. TouchSend Index is a registered trademark of TouchSend Corporation. Visio is a registered trademark of Visio Corporation. IBM , OS/2 , DB2/6000 and AIX are a registered trademark of IBM Corporation.

Indeo is a registered trademark of Intel Corporation. Netscape Navigator , and Netscape Communicator are registered trademarks of Netscape

Communications, Inc.

OSF/Motif is a registered trademark of Open Software Foundation. ORACLE is a registered trademark of ORACLE Corporation, California, USA. INFORMIX -OnLine for SAP is a registered trademark of Informix Software Incorporated. UNIX and X/Open are registered trademarks of SCO Santa Cruz Operation. ADABAS is a registered trademark of Software AG The following are trademarks or registered trademarks of SAP AG; ABAP/4, InterSAP, RIVA, R/2,

R/3, R/3 Retail, SAP (Word), SAPaccess, SAPfile, SAPfind, SAPmail, SAPoffice, SAPscript, SAPtime, SAPtronic, SAP-EDI, SAP EarlyWatch, SAP ArchiveLink, SAP Business Workflow, and ALE/WEB. The SAP logo and all other SAP products, services, logos, or brand names included herein are also trademarks or registered trademarks of SAP AG.

Other products, services, logos, or brand names included herein are trademarks or registered trademarks of their respective owners.

SAP 2010

Prerequisites

Prerequisites: This course requires mySAP CRM Solution Overview

knowledge and CRM Base Customizing knowledge (course CR100).

Recommended: To gain background knowledge about Sales and Service

and Marketing you may attend the courses CRM Sales (CR300), CRM Service (CR700), and Marketing (CR600).

IUT240 - Contract Accounts Receivable and Payable IUT255 - Integration of SAP CRM and SAP IS-U CR410 - IC WebClient overview

SAP 2008 / Page 1

Target Group - Duration

Target Groups: Consultants and Partners considering an implementation

of mySAP CRM Interaction Center WebClient. Project managers, project leaders and employees Key Users responsible for the configuration of processes

Duration: Three days

SAP 2010

Course Objectives

This course will enable you to: Develop a detailed, hands-on understanding of the CRM

Interaction Center WebClient functionality for Utilities Get fair knowledge of the technical landscape and

architecture of the SAP CRM WebClient (IC WebClient and Sales Management for Commercial and Industrial Customers (C&I))

Deepen the Interaction Center WebClient configuration knowledge for different business uses in the Utilities industry

Customize the new UI of the Interaction Center in CRM for Utilities industry

SAP 2008 / Page 1

Course Content I

Web Client Architecture and Technology

Agent functions and operating the IC Web Client

Creating IC Web Client Business Role

Customizing of general IC Web Client components The navigation bar UI Configuration Interaction record IS-U environment and transaction launcher

SAP 2008 / Page 1

Course Content II

IC Web Client Customizing of typical FICA processes Financial inquiries on Account Balances, Open Items, Processing Locks,

Dunning notices Collection call lists Payment Agreements, Acceptation payment authorization, installment plan,

deferrals Dispute Management

IC Web Client Customizing of typical Utilities processes Extended Contract Management (old Move in / Move Out, Integration to

market communication via IS-U IDE) Product Proposal

Sales Management for Commercial and Industrial Customers (C&I) up CRM 2007 (Business Role - Key Account Manager) Search and Collect POD using the POD Set Utilities Quotation with price calculation

SAP 2010

Course Overview Diagram

9. Contract Management

10. Product Proposal

11. Business Role - Key Account Manager

12. POD Set/ Service Location Workbench

13. Utilities Quotation with price calculation

1. WebClient Overview

2. UI Elements & Agent Functions

3. Framework Customizing

4. IC WebClient Functions / Customizing

5. Transaction Launcher

6. Software Architecture

7. Financial Inquiries in IC WebClient

8. Collections in IC WebClient

Units

SAP AG IUT260 1-1

SAP 2010

WebClient Overview: Course Overview Diagram














Units

SAP AG IUT260 1-2

SAP 2008 / Page 1

Why a new SAP CRM UI?

A detailed look at the SAP CRM WebClient UI

Role of the Interaction Center within mySAP CRM Main Business Scenarios in the Interaction Center

WebClient Overview: Content

SAP AG IUT260 1-3

SAP 2008 / Page 1

WebClient Overview: Objectives

At the conclusion of this unit, you will be able to: Explain the new Web Client UI Explain the Interaction Center Product Strategy in SAP

CRM and SAP for Utilities Name important elements of the WebClient

SAP AG IUT260 1-4

SAP 2008 / Page 1

What Well Cover



Role of the Interaction Center

SAP AG IUT260 1-5

SAP 2008 / Page 1

What Well Cover




SAP AG IUT260 1-6

SAP 2008 / Page 1

Continuous Focus on Usability: The SAP CRM UI Roadmap

PC UI

IC WebCl

ientCRM

WebClien

t

SAP GUI

SAP GUI

SAP AG IUT260 1-7

SAP 2008

SAP CRM Online Front Ends

Available front ends for users with a full-time network connection SAPGUI for Windows

Available for users comfortable with the SAP R/3 look and feel Traditional, thick-client SAP UI Available with SAP CRM versions 2.0, 3.0, 3.1, 4.0, and 2005

People-Centric SAP CRM (also known as the PCUI) Role-based portals deployed through SAP NetWeaver

Enterprise Portal Browser-based look and feel Available with SAP CRM versions 3.1, 4.0, and 2005

IC WebClient Browser-based version of the SAP CRM IC SAP NetWeaver Enterprise Portal optional Available with SAP CRM versions 4.0, and 2005

SAP CRM WebClient Harmonized online user interface available with SAP CRM 2006s Role-based portals with browser-based look and feel

SAP AG IUT260 1-8

SAP 2008 / Page 1

SAP CRM Web Client: New with SAP CRM 2006s/ CRM 2007

CRM Web Client

SAP harmonized the online SAP CRM 2006s UIs with SAP CRM Web Client

The CRM Web Client is designed for the business user providing a role-based workspace that is easy to use and navigate

Lessons learned from existing UI

SAP CRM on-demandis the first step

Customer feedback(E.g., ASUG, DSAG, usability tests)

Market analysis

People-Centric User Interface

IC Web Client

SAP GUI for Windows

SAP AG IUT260 1-9

SAP 2008 / Page 1

What Well Cover




SAP AG IUT260 1-10

SAP 2008 / Page 1

UI Element: L-Shape

The L-Shape provides easy global navigation through the entire SAP CRMapplication. It includes generic short cuts for fast data entry or data access. The L-Shape consists of the header (top) and navigation (left) area.

L-Shape characteristics Static regarding position and size Specific content of L-Shape can be

configured per business role

L-Shape contains1) System links2) Saved searches3) Work area title4) History back / forward5) Navigation bar6) Quick create links

54

3 2

1

6

SAP AG IUT260 1-11

SAP 2008 / Page 1

Work Centre 2 `Work Centre 3 `Work Centre 4 `

Work Centre 1 `

Work Centre 6 `Reports

Work Centre 5 `

Entry1

Entry2

Entry3

Entry4

Entry5

Entry6

Worklist

Calendar

Home

Navigation Area: Navigation Bar

The navigation bar allows direct navigation to all entry pages and the most important searches. It provides a maximum of two levels in navigation. Click on the triangle area to open the second-level navigation area.

First-level navigation entries Selection leads to corresponding entry page Standard navigation targets (E.g., Home, work list, calendar, reports) and additional

work centers that are role-specific

Second-level navigation entries Second-level navigation opens via a click and vanishes automatically after selection

or another click on the triangle area Second-level entries represent searches for the most frequently used or needed

applications

The navigation bar can include Application search launches An URL link SAP BI reports and analysis Transactions in other systems

SAP AG IUT260 1-12

SAP 2008 / Page 1

Navigation Area: Navigation Bar - Work Centers

A work center is a flexible grouping of applications and information that logically belong to each other from the point of view of a business role

Work center pageSearch page

Work centers Display a work center page or directly open a search Example: Various objects are grouped together under sales operations work center

In the second-level menu, five direct search pages can be accessed directly Additional application searches, direct creation options, and links to related reports are available on the

work center page The grouping of work centers and the content of a work center page are configurable per role

SAP AG IUT260 1-13

SAP 2008 / Page 1

Work Area: Entry Pages

Entry pages are first-level navigation entries that lead to a specific type of page with a specialized layout (normally without further 2nd-level navigation)

Standard entry pages: HOME

Provides the most important information the user needs to see when entering the SAP CRM solution

WORKLIST Inbox for alerts and workflow items

CALENDAR MS Outlook-like, different time

focuses, tasks

EMAIL INBOX Online view into groupware inbox Transfer emails to SAP CRM

REPORTS Collection of all reports available for

a role

SAP AG IUT260 1-14

SAP 2008 / Page 1

Search Pages

Via work center pageVia work center page

Via navigation barVia navigation bar

Via saved searchesVia saved searches

Provide the user with comprehensive, flexible, and easy to understand (operator-based) search capabilities individually for every SAP CRM application

The search pages Allows definition and saving of search models Search result list optimized for quick overview and easy navigation to detailed information Offers options such as create, delete, mass update, and XLS export Multiple ways of navigating to the search pages

SAP AG IUT260 1-15

SAP 2008 / Page 1

Search Page Capabilities

Choose search criteria

Select search operator

Enter search value

Option to hide search criteria area to extend

result list

Add or remove search criteria

Save current search model

Define maximumnumber of results

SAP AG IUT260 1-16

SAP 2008 / Page 1

Search Page Capabilities

Export result list to XLS

Result list toolbar

Personalize result list

Hyperlink to detailed information

Sort by column by clicking on column header

Page through result list

SAP AG IUT260 1-17

SAP 2008 / Page 1

The OVP provides all important information regarding a single object in a scrollable format

Overview Page (OVP)

Main Details The OVP is non-editable The OVP consists of header information

that allows detailed object identification and a set of related information

The information in assignment blocks can be displayed in various formats: Form views Tables Hierarchies

The OVP is the target page when following a hyperlink to an object instance

The OVP contains the hyperlinks for cross navigation to related information

SAP AG IUT260 1-18

SAP 2008 / Page 1

OVP in Detail

Form view

Table

Work area toolbar

Work area title

Page personalization,

print

Header area

Assignment Blocks (ABs)

containing information related to this object

Assignment Block toolbar

SAP AG IUT260 1-19

SAP 2010

SAP CRM Roles

SAP CRM business roles are used to package the main business content needed to perform a specific job function

Roles in SAP CRM: Provide a perfect starting point Defining a role influences the

complete content visible to a user assigned to this role Navigation bar Available applications Entry page content Layouts Authorizations

Role assignment to users via positions in the organizational model

Standard roles delivered Sales Service Marketing eCommerce Interaction Center Partner Channel Management

A business role in CRM is analogous to a CIC profile.

SAP AG IUT260 1-20

SAP 2008 / Page 1

Work Centre 2 `Work Centre 3 `Work Centre 4 `

Work Centre 1 `

Work Centre 6 `Reports

Work Centre 5 `

Entry1

Entry2

Entry3

Entry4

Entry5

Entry6

Worklist

Calendar

Home

Navigation Area: Navigation Bar

The navigation bar allows direct navigation to all entry pages and the most important searches. It provides a maximum of two levels in navigation. Click on the triangle area to open the second-level navigation area.

First-level navigation entries Selection leads to corresponding entry page Standard navigation targets (E.g., Home, work list,

calendar, reports) and additional work centers that are role-specific

Second-level navigation entries Second-level navigation opens via a click and vanishes

automatically after selection or another click on the triangle area

Second-level entries represent searches for the most frequently used or needed applications

The navigation bar can include Application search launches An URL link SAP BI reports and analysis Transactions in other systems

SAP AG IUT260 1-21

SAP 2008 / Page 1

What Well Cover




SAP AG IUT260 1-22

SAP 2008 / Page 1

Interaction Center Environment

Customers choose the interaction channel

Interaction center evolution

Seamless interactionacross all channels

Virtual agents and outsourcing

Flexible deployment options

Blended analyticsCommunication-

enabled enterprise

Evolution of interaction channels

CUSTOMER

360-degreecustomer view

Self-serviceTelephone

Customer chat

Emergence of the Customer Interaction Hub

y Provide 360 View and Process Access y Enablement across all communication channels

Re-composition of the value chain y Business Agility y Incremental Adaption and Flexible Deployment Options

Evolution of Interaction Channels y Move towards self services y Enriched channel mix

Measurability and Analytics y Blended Analytics y Compliance with business measures (ROI, TCO,..)

SAP AG IUT260 1-23

SAP 2008 / Page 1

SAP CRM Interaction Center makes every interaction count

It does this by providing a platform that supports multi-channel customer interactions in Sales, Marketing, and Customer service.

ManagerDesktop

Agent Front End Infrastructure &Framework

Interaction Center Capability in SAP CRM

SAP AG IUT260 1-24

SAP 2010

Interaction Center - Scenarios and Processes

Interaction center: Analytics

Interaction Center: Capabilities

Web E-mailTelephony Postal letters IVR

Customer

Basic analytics

IC management

Email Response Management

Process modeling and agent guidance

Communication channels

TelesalesAccount and contact

management

Lead and opportunity management

Quotation and order management

Customer serviceCustomer service

and support

Complaint management

Help desk & Shared Service Centers

Telemarketing

Campaign execution

Lead management

Personalization

Process-based analytics Blended analytics Profitability analytics

SAP CRM Interaction Center consists of four basic building blocks, supplemented with interaction center analytics. The customer is the focus as the top, and all of the customer interaction channels, such as telephony and web, are integrated with the applications capabilities. Lets cover each building block briefly here; we will go over each one in detail in the following slides:

Telemarketing: This building block covers how marketing organizations can use interaction center capabilities to coordinate call lists and agent scripts for campaign execution and lead management, as well as personalization, to enable the right product and offer to be presented to the right person.

Telesales: This building block covers how sales organizations can use interaction center capabilities to drive more leads into the pipeline through accounts and contacts information, as well as activity and opportunity management

Customer Service: This building block covers how service organizations can use interaction center capabilities to quickly and easily resolve customer issues, often on first contact, as well as provide shared services through IT or HR help desks

IC Management: This building block covers how interaction center managers can control and monitor the interaction center, including managing the knowledge base, as well as the business rules that route contacts to agents.

Interaction Center Analytics: Four analytics building blocks cover ever-more intelligent interaction center analytics, from basic analytics, such as average handling time, to profitability analytics, such as service contract profitability

SAP AG IUT260 1-25

SAP 2008 / Page 1

COMPREHENSIVE

Utilities-specific business processesB2C and B2BMany channels:

Phone in/outboundE-mailOn/Offline FormsWeb Self ServicesVoice Self ServicesMeter

FLEXIBLE

Delivery models: on-demand, on-premise, and hybridService-enabled

Utilities Platform for seamless

integration Built on the

Market role model Adaptive to your

business needs

SIMPLE

Intuitive web-based user interfaces For your internal

users For your customersBuilt for the

business user, and delivered by role Adapt through

configuration

SAP for Utilities is the platform forexceptional customer care

With SAP for Utilities we offer you the platform and tools for exceptional customer care Our SAP solution for Utilities is built to make utility companies successful. Our solution is Simple web-like user interfaces anybody can work with immediately.

The wealth of functionality can be divided in slices as required to adapt the system to the role a user is performing. A call center agent will need different functionality than a sales manager. The solution is tailored along the roles in your organization

Comprehensive functionality built to support the utilities retail business. SAP for Utilities makes you understand your customer base through powerful analytical tools, to making the sale, taking care of customers and their wishes, in the end to keep them happy so they will stay. Supports residential and commercial&industrial customers with tailored processes. Supports all interaction channels you currently offer or might think of in the future from call center to self service and even to the meter

Flexible in deployment satisfy short term needs by using our On-Demand solution, or use the classical on-premise solution and install it in-house in designing your process, so business is in the driver seat for growth and IT can follow by taking advantage of Enterprise Services Oriented Architecture Make use of our enterprise services to build and adapt your process, stay on top of market changes for example connecting to other market participants through the open communication protocol known as web services

SAP AG IUT260 1-26

SAP 2008 / Page 1

The processes in the Utilities Interaction Center - 1

Manage master data and customer data Search and maintain business partners,

business agreements, and service locations Comprehensive and flexible customer overviews of the complete

customer data environment

Selling supply contracts fast Utility-specific product proposal includes interactive scripting and

bill calculation using the IS-U billing simulation Manage supply contracts and quotations for residential customers Integration of credit risk in product proposal and contract processes Integration of IS-U Intercompany Data Exchange to handle market

communication for retailers (start/end of supply)

Customer service processes Service processes in FI-CA like account balance, payments and

deferrals Set up and change budget billing plans, payment plans, bill correction Enter meter readings

SAP AG IUT260 1-27

SAP 2008 / Page 1

The processes in the Utilities Interaction Center - 2

Additional processes available in the Interaction Center (not complete) Credit risk & collections management Sales orders Service tickets and orders (CRM Service) Call IS-U front office processes via transaction

launcher E-Mail Response Management Interactive scripting Intent-driven interaction Wrap-up lists Real-time offer management

SAP AG IUT260 1-28

SAP 2008 / Page 1

WebClient Overview: Summary

You are now able to: Explain the new Web Client UI Explain the Interaction Center Product Strategy in

SAP CRM and SAP for Utilities Name important elements of the WebClient

SAP AG IUT260 2-1

SAP 2010

UI Elements & Agent Functions: Course Overview Diagram

Units














SAP AG IUT260 2-2

SAP 2008 / Page 1

UI Elements & Agent Functions: Content

Components of the front office screen

Agents functions available on the front office screen

SAP AG IUT260 2-3

SAP 2008 / Page 1

UI Elements & Agent Functions: Objectives

At the conclusion of this unit, you will be able to: List the components that make up the

front office screen List the functions available to an agent

through the front office

SAP AG IUT260 2-4

SAP 2008 / Page 1

What Well Cover

UI Elements


SAP AG IUT260 2-5

SAP 2008 / Page 1

What Well Cover

UI Elements


SAP AG IUT260 2-6

SAP 2008 / Page 1

Interaction Center - Agent Desktop

Alerts Communication informationAccount infoScratch pad

Navigation bar

Toolbar

Broadcast messages

Workspace

SAP AG IUT260 2-7

SAP 2008 / Page 1

Context Area

Keeping the most important information visible Scratch pad Allows the agent to write down notes Account info Shows the most relevant information about the current interaction, such

as the customers name and company Alerts Shows important alerts for the agent from the alert modeler, such as automatic

suggestions and reminders to wrap up Communication information Shows information from the communication

management software, like talk time, automatic number identification, agent state, and queue status

Scratch pad

Account info Alerts

Communicationinformation

The context area is a combination of account info, alerts, and communication information that together provide background information for the current interaction.

SAP AG IUT260 2-8

SAP 2008 / Page 1

Scratch Pad

Customer reports problem with notebook HT-1010:error message 190 displayed. . .

Reuse text:

For text search in the knowledge search

In the interaction record to fill any text typeIn sales and service

transactions to fill text types

The scratch pad is a temporary workspace in the Interaction Center WebClient that agents use as an electronic notepad to store miscellaneous information during an interaction.

It allows the agent to enter comments at any point: y Agents can enter text into the scratch pad at any point during an interaction, no matter which

screen he or she is working on

y Button to launch the scratch pad is persistent (always at the top of the screen) y Import scratch pad text into relevant documents at any time (interaction record, sales order, service

order) as well as into the knowledge search

SAP AG IUT260 2-9

SAP 2008 / Page 1

Interaction Center: Account Identification

The account identification screen allows agents to search for and identify, display, change and create accounts, their related partners as well as related objects like registered products.

Account Identification Scenarios A Business to Business scenario as well as a Business to consumer scenario is supported. In addition a new scenario blends B2B and B2C in a Mixed scenario. Employee interaction Center scenarios are supported by an Employee Identification screen.

Automatic Account Identification Business Partners can be identified automatically based on their communication data

(Telephone number, email address)

Interaction History To provide information on the current situation of the customer the latest entries of the

interaction history are integrated into the account identification screen

Account factsheet The Account Factsheet (AFS) gives the agents access to the most relevant customer related

information, e.g. Service Ticket History, Sales History, Open marketing campaigns, ...

SAP AG IUT260 2-10

SAP 2008 / Page 1

Account Identification Screen

Account and related partnersRelated Objects

Search result Lists and interaction history

SAP AG IUT260 2-11

SAP 2008 / Page 1

New Features in Account Handling

Business Partner Relationship HandlingThe enhancement enables agents to chose the relevant relationship type from a list when searching or creating related business partners in the Interaction Center. Mixed Account IdentificationThe mixed business partner search is a new account identification scenario that allows searching for both consumers and contact persons in organizations.Index Based SearchThe index-based business partner search offers a tool to build indices that speed up the search for business partners in the IC WebClient.Address validation and duplicate checkAddress validation and duplicate check is now offered in the IC WebClient to support address maintenance. Account Identification View Set: CustomizabilityThe enhancement makes the content of the upper right view of the account identification view set replaceable the area where business objects related to the business partner can be determined.

SAP AG IUT260 2-12

SAP 2008 / Page 1

Interaction Center: Interaction Record Details (1/2)

Interaction record An interaction record is created when an

account is confirmed, or when an email (newor reply email) is created

Interaction timestamps can be stored insidethe interaction record (interaction waitingtime, start time, end time)

Can be linked to a marketing campaign

Activity Clipboard The Activity Clipboard provides a complete

overview of all interaction related, business-relevant documents (sales orders, serviceticket, solutions, emails, chat transcript, follow-up transactions, ...)

The interaction record allows agents to log all inbound and outbound interactions (calls, emails, chat, ...)

SAP AG IUT260 2-13

SAP 2008 / Page 1

Interaction Center: Interaction Record Details (2/2)

Follow-up & Actions Pre-defined actions can be executed

manually or automatically Agents can create any type of follow-up

transaction from within the interaction record

Multilevel categorization The agent can categorize the interaction

record based using multilevel categorization

The interaction record allows agents to log all inbound and outbound interactions (calls, emails, chat, ...)

SAP AG IUT260 2-14

SAP 2008 / Page 1

E-Mail Editor

Integrated E-Mail Editor Send and receive HTML or plain text e-mails Insert solutions with attachments Insert standard response (e-mail templates) via mail forms Insert at cursor position: standard responses can be inserted at

the end of an e-mail or at the cursor position Auto-suggest responses Include reusable agent signatures in outgoing e-mails Automatic insertion of Tracking ID possible Integration possible with Spell checker Integration to Groupware (MS Outlook or Lotus Notes) possible

for email address look-up

SAP AG IUT260 2-15

SAP 2008 / Page 1

E-Mail Editor - HTML Formatted E-Mail

This shows the e-mail editor for the agent. You see the standard responses here the agent can select from a list of templates. The first part of these templates is static available for any response, the second part is determined by content analysis of the e-mail.

The interaction log shows the category of the e-mail this is pre-filled by content analysis and can be manually overridden by the agent. This category drives the suggested response templates.

Also you see all the usual e-mail fields and attachments.

SAP AG IUT260 2-16

SAP 2008 / Page 1

E-Mail Editor - Solution With Attachments

SAP AG IUT260 2-17

SAP 2008 / Page 1

Agent Inbox

Universal Agent inbox for Emails Fax & Letter CRM Business Transactions (service tickets, sales orders, ...) ERP Sales Orders CasesWorkflow items

Predefined quick searches

Multi-select in inbox result list

Worklist for back-office processes Reserve and reset reservation: changes the employee responsible

of the selected inbox item Display, Edit, Delete Interact: starts an new interaction Link: links the selected inbox item to the active interaction Forward: manually assign an inbox item to another department

SAP AG IUT260 2-18

SAP 2008 / Page 1

Agent Inbox

SAP AG IUT260 2-19

SAP 2008 / Page 1

Interactive Scripting

Interactive scripts help interaction center agents by leading through certain interactions they have to do while working with customers. A script is predefined and can be chosen by the agents or it is automatically

assigned e.g. through a campaign A script is mostly created as a tree structure Interaction path depends on answers the agent gets from the customer Answers are represented by buttons

SAP AG IUT260 2-20

SAP 2008 / Page 1

Interactive Scripting - Guide Agents Through Service Calls

SAP AG IUT260 2-21

SAP 2008 / Page 1

What Well Cover

UI Elements


SAP AG IUT260 2-22

SAP 2008 / Page 1

Manage master data and customer data

Search and create accounts including contact personsManage accounts of type person and organization Change account data

SAP AG IUT260 2-23

SAP 2008 / Page 1

Manage master data and customer data

Search business agreements Create and change business agreements

SAP AG IUT260 2-24

SAP 2008 / Page 1

Manage Service Locations

Create connection objects, premises, points of delivery Templates speed up creation process

SAP AG IUT260 2-25

SAP 2008 / Page 1

Comprehensive and flexible customer overviews

General Business Data Overview Service locations, Business Agreements & Bills, Contracts, Quotations

SAP AG IUT260 2-26

SAP 2008 / Page 1

Utility-specific product proposal

Based on the consumption segment of the account Bill amounts for products estimated through IS-U Billing SimulationDirectly create quotations and contracts

SAP AG IUT260 2-27

SAP 2008 / Page 1

Manage energy supply contracts

Manage the complete contract lifecycle For utilities operating in a regulated and liberalized market

(optional integration into IS-U Intercompany Data Exchange)

SAP AG IUT260 2-28

SAP 2008 / Page 1

Manage quotations for residential customers

Manage the complete quotation lifecycle incl. approval Easily turn quotations into contracts and vice versa

SAP AG IUT260 2-29

SAP 2008 / Page 1

UI Elements & Agent Functions: Summary

You are now able to: List the components that make up the front

office screen

List the functions available to an agent through the front office

SAP AG IUT260 2-30

SAP 2008 / Page 1

Exercise

Exercise:Launching IC WebClient

SAP AG IUT260 2-31

Exercise

Chapter: UI Elements & Agent Functions At the conclusion of this exercise, you will be able to:

Launch the CRM Web UI using a standard business role. You have to make yourself familiar with the CRM Web UI.

1 Get familiar Interaction Center WebClient

1-1 Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM Web UI.

There are 2 options for starting the Web UI a link from SAP GUI or an IE favorite

1-1-1 Add a favorite using BSP Application CRM_UI_START and choose Start Page default.htm. Log on with the CRM SAP GUI user/password.

1-1-2 Open Internet Explorer and enter site

http://tpztdc00.wdf.sap.corp:52080/sap/crm_logon?sap-client=770 Enter your userid IUT260-XX and password

In the web browser press F11 for full screen mode.

1-2 Get familiar with the navigation bar:

Take a look at the navigation bar and the navigation bar index to see: how short cuts can be set in the index.

1-3 Scratch pad.

Open the scratch pad to enter some notes. For example: customer reports bill problems: Bill is too high, the product for electricity is incorrect

Note: Business Partner: ISU260A3## Max Mayer, Pinewood Avenue 3300, New York City, (use the number of your group instead of ##).

SAP AG IUT260 2-32

1-4 Process an Interaction Record.

Press Interaction Record in the navigation bar. Press Import Scratch Pad to insert the text from the scratch pad into the interaction record notes. Maintain a description for the interaction Record.

1-5 Saving your work at the end of the communication process.

You have the option to save every transaction separately. In our case you can use the button Save in the interaction record to save the transaction. However at the end of a communication process the agent has to press End in the toolbar of the IC WebClient and this will save all open transactions and remove all data from the screen. So technically it is not necessary to save the documents individually before you press End.

SAP AG IUT260 2-33

Solution

Chapter: UI Elements & Agent Functions

1 Launch the IC WebClient form my SAP CRM System

1-1 Log on to the SAP CRM system using SAP GUI and do some preparation steps which will allow you to start the CRM Web UI.

Option1:

Execute transaction CRM_UI from the CRM system.

Option 2:

Open an Internet Explorer session

Enter site:

http://tpztdc00.wdf.sap.corp:52080/sap/crm_logon?sap-client=770

Note the site name might be different depending on training system details.

SAP Note 1173951 provides more information about logging into the CRM webclient.

Enter your userid IUT260-XX and password.

1-2 Get familiar with the navigation bar: Take a look at the navigation bar and the navigation bar index to see: how short cuts can be set in the index (keyboard short custs: escape + character)

1-3 Scratch pad.

Open the scratch pad to enter some notes. For example: customer reports note book problem: Bill is too high, the product for electricity is incorrect Note: this information entered into the scratch pad can be reused in many ways later during the call: Interaction Record Notes, Cases Notes, Service ticket Notes, Interaction Record Notes, Knowledge Search.

SAP AG IUT260 2-34

1-4 Process an Interaction Record.

Press Interaction Record in the navigation bar. Press Import Scratch Pad to insert the text from the scratch pad into the interaction record notes. Maintain a description for the interaction Record.

1-5 Saving your work at the end of the communication process. You have the option to save every transaction separately. In our case you can use the button Save in the interaction record to save the transaction. However at the end of a communication process the agent has to press End in the toolbar of the IC WebClient and this will save all open transactions and remove all data from the screen. So technically it is not necessary to save the documents individually before you press End.

SAP AG IUT260 3-1

SAP 2010

Framework Customizing: Course Overview Diagram














Units

SAP AG IUT260 3-2

SAP 2008 / Page 1

Framework Customizing: Content

Definition of the WebClient Role -Interaction Center

Creating an IC WebClient Role

Assigning the IC WebClient Role to an Organizational Unit

Definition of the Navigation Bar

Creating an Navigation Bar Profile

SAP AG IUT260 3-3

SAP 2008 / Page 1

Framework Customizing: Objectives

At the conclusion of this unit, you will beable to: Explain the IC WebClient Business Role Create a new Role and Navigation Bar Profile Assign a user to a Business Role Assign a Navigation Bar Profile to Business Role

SAP AG IUT260 3-4

SAP 2008 / Page 1

What Well Cover

WebClient Business Role

Navigation Bar Profile

SAP AG IUT260 3-5

SAP 2008 / Page 1

What Well Cover



SAP AG IUT260 3-6

SAP 2008 / Page 1

SAP CRM Roles

SAP CRM business roles are used to package the main business content needed to perform a specific job function

Roles in SAP CRM 2006s: Provide a perfect starting point Defining a role influences the

complete content visible to a user assigned to this role Navigation bar Available applications Entry page content Layouts Authorizations

Role assignment to users via positions in the organizational model

Standard roles delivered Sales Service Marketing eCommerce Interaction Center Partner Channel Management

SAP AG IUT260 3-7

SAP 2010

Business Role Customizing: Overview

The Role and Navigation Bas Customizing, based on Business Role, controls how the Navigation Bar is structured and which Links are available on the Work Center / Home / Report Pages and in the direct Link groups.

The Business Role The Business Role is the central object for controlling the navigation bar.Work centers, direct link groups and logical links can be set to visible.

User assignment Changes The business role is assigned to an organizational unit in the organizational

model. The user is assigned to an organizational unit as well.

Authorizations The Business Role is assigned to a Authorizations Profile via PFCG role

Navigation bar profile The navigation bar profile contains direct link groups and work centers. Logical links are assigned to the direct link groups.Work center link groups structure the logical links for work centers. These work center

link groups aren't visible in the application.

SAP AG IUT260 3-8

SAP 2008 / Page 1

Business Role and Navigation Bar Customizing: Terminology

Work Centers

Direct Link Group

Logical Links

SAP AG IUT260 3-9

SAP 2008 / Page 1

Business Role and Navigation Bar Customizing: Assignments

/PPOMA_CRM

CRM Business Role

/CRMC_UI_PROFILE

Layout Profile

Technical Profile

Authorization ProfileNavigation Bar Profile

Organizational Model

CRM User

/CRMC_UI_NBLINKS

Direct Link Groups

Work CenterLink Groups

Work Centers

Logical Links

SAP AG IUT260 3-10

SAP 2010

Define Business Role and assign it to Organizational Unit

Configuration Maintain Business Role

CRMC_UI_PROFILE Create/change/copy/delete

business role Assign Business Role

PPOMA_CRM

Business role Customizing of the Business Role is depending on the customizing of the Navigation Bar. All

Work Centers, Work Center Groups, Direct Links needed to be customized with the navigation bar profile first

By assigning different function profiles to the business role, some functions within the UI can be customized in more detail, e.g. E-mail Inbox or the Account Identification for the Interaction Center.

The business role can also be assigned in user parameters with PID CRM_UI_PROFILE.

SAP AG IUT260 3-11

SAP 2010

Role-Dependent View Configuration

Configuration Role configuration keys can be defined

in the IMG: Customer relationship management > UI framework > Technical Role Definition > Define role configuration key

To create role-dependent configuration, save the configuration with a role configuration key in the UI configuration tool (Transaction: BSP_WD_CMPWB)

You assign role configuration keys to business roles in the IMG: Customer relationship management > Business roles > Define business roles

View Configuration View configuration can be used to adjust the user interface

to the corporate identity and to the requirements of different user groups

SAP AG IUT260 3-12

SAP 2008 / Page 1

The Configuration Key - View Flexibility

Configuration Key The Role Configuration Key is stored within one or several Business

Roles.Different view configurations can be created and assigned to different

Business Roles. Example:

An Opportunity may have different appearances depending on the role that is assigned.The Marketing Manager sees only basic data, campaign assignmentsand status while the Account Manager sees also expected revenue numbers.

SAP AG IUT260 3-13

SAP 2010

Define Business Role: Adjust Work Centers

Configuration: IMG Path: Customer relationship

management > Business roles > Define business roles

Select Business Role > AdjustWork Centers

Here the Work Centers assigned to the Navigation Bar Profile can be deactivated for a Business Role.

SAP AG IUT260 3-14

SAP 2010

Define Business Role: Visible Work Center Group Links



Select Business Role > Adjust Work Center Group Links

Here you define the visibility of Logical Links: In Menu: Logical Link is

available as second level entry in the Navigation Bar

Visible: Logical Link is visible in Work Center Pages

SAP AG IUT260 3-15

SAP 2010

Define Business Role: Adjust Direct Link Group Links



Select Business Role > Adjust Direct Group Links

Here the Logical Links assigned to the Direct Link group that is assigned to the Navigation Bar Profile can be defined as visible or not.

SAP AG IUT260 3-16

SAP 2010

Define Business Role within the CRM Web Client UI - new in CRM 2007 SP02

Configuration: Prerequisites:

Assign logical link CT-BR-SRto a Work Center or a Direct link group

Set-up Transaction Launcher customizing for the PFCG transaction call (see slide 44)

The organizational model can also been maintained via the CRM Web Client UI:Logical Link: MD-ORG-SR

New functionality as of CRM 2007 SP02

SAP AG IUT260 3-17

SAP 2008 / Page 1

Assigning the Business Role to an Organizational Unit (1/2)

Contact Center Organization

Gold Customer Support Team

Standard Service Support Team

Peter Fellows

Brigitte Lerp

1. Select required organizational unit or position

Sarah Hodder

Position Agent 1

Position Agent 1

Position Agent 1

2. Choose menu: Goto -> Detail object -> Enhanced Object Description

3. - 5. see next slide

The final step in the profile configuration and assignment is to assign the IC profile to an organizational level, either an organizational unit or a position in the Organizational Model (OM).

IC profiles can only be assigned to organizational units and positions. Assignment to user level is not possible.

The IC profile stores the Customizing for an agent. It is connected to the agent as an HR infotype. An infotype describes and defines different attributes or characteristics for objects.

An IC profile assigned at: y Organizational unit level means all agents within the organizational unit use the same IC profile. y Position level means agents assigned to the same position use the same IC profile.

SAP AG IUT260 3-18

SAP 2008 / Page 1

Assigning the Business Role to an Organizational Unit (2/2)

3. Select infotypeBusiness Role

5. Use F4 help to select the requiredBusiness Role

4. Choose icon Create/Change Infotype

Scroll down in the list of infotypes and select IC WebClient profile. Choose the Create or Change infotype icon. In the next screen, use F4 for the field IC WebClient profile to display a list of available profiles. Select the required IC WebClient profile and choose Enter/Save.

SAP AG IUT260 3-19

SAP 2008 / Page 1

What Well Cover



SAP AG IUT260 3-20

SAP 2008 / Page 1

Navigation Bar and Business Role Customizing

Navigation Bar Customizing

Shared Lists of all Links, Work Centers,

NavBar Profiles that are separating the Links, Work Centers

Business Role Customizing

Business Roles with assigned NavBarProfiles

WorkCenters, Direct Groups Logical Links that are relevant for this Role

Assign to OrgUnits via InfoType 1263 Business RoleAssignment to PFCG Roles (Authorizations)

A.

B.

C. D.

E. F.

SAP AG IUT260 3-21

SAP 2008 / Page 1

Customizing of Navigation: Overview

Component: e.g. Service Ticket

NavBar

Service ticket

Work AreaComponent: e.g. Service Ticket

Navigation Bar(as part of L-Shape)

Scenario I)Navigation from Navigation Bar Button to a Component(Button = Work Center)

Component: e.g. Product Details

NavBarScenario II and III)Cross Component Navigation (always) through Navigation Bar

Component: e.g. Service Ticket

Overview

Link/Button

SAP AG IUT260 3-22

SAP 2010

Nav.-Bar Customizing: Tx.: CRMC_UI_NBLINKS

Scenario I Step 2.

Scenario I Step 1.

Scenario I Step 0.

Scenario II and III Step 3.

Note: The step numbering relates to the scenario runtime. reverse sequence at design time

IMG path: CRM > UI Framework > Technical Role Definition > Define Navigation Bar Profile

SAP AG IUT260 3-23

SAP 2010

Navigation from the Navigation Bar to a Component (Tables)

CRMC_UI_NB_A_WCClient dependent

Define NavBar Profile:Profile: SLS-PRO

Assign Work Centers:Work Center SLS-ACT

CRMC_UI_WCClient dependent

Define Work CenterWork Center: SLS-ACTLogicalLink ID: SLS-ACT-WCTitle: Activities

CRMC_UI_LLINKClient dependent

Define Logical LinksLogLink ID: SLS-ACT-WCType: Work CenterTarget ID: WCCSLSACT

Main Window

Component

IP1

NavBar (Profile)

WorkCenter Logical Link Target ID1.

1.

2.

2.

CRMC_UI_COMPCross client

Component Definition:Component Name WCC_SLS_ACTWindow Name MainWindow

CRMC_UI_COMP_IPCross client

Inbound Plug (IP) Definition:Component: WCC_SLS_ACTTarget ID: WCCSLSACTIP: DEFAULT Object Type:Object Action:

3.

3.

Other Window

0.

0.

IP2

IP3IP4

SAP AG IUT260 3-24

SAP 2008 / Page 1

Framework Customizing: Summary

You are now able to: Explain the IC WebClient Business Role Create a new Role and Navigation Bar

Profile Assign a user to a Business Role Assign a Navigation Bar Profile to

Business Role

SAP AG IUT260 3-25

SAP 2008 / Page 1

Exercise

Exercise:Creating your own Business Role

SAP AG IUT260 3-26

SAP AG IUT260 3-27

Exercise

Chapter: Framework Customizing/ Create new Business Role At the conclusion of this exercise, you will be able to:

Create a new business role Assign business roles to user

We have a naming convention for everything we create new. Our name space starts with: Z_## (## stands for your user number)

Whenever you get asked for a transport request either create a new one or use the one youve created before.

If youre going to create a new one please take notice of the naming conventions.

2-1 Create your own business Role 2-1-1 Call transaction PFCG or go to SAP menu path Architecture and Technology -

> System Administration -> User Maintenance -> Role Administration -> Roles and copy profil SAP_CRM_UIU_UTIL_IC_AGENT to Z_SAP_CRM_UIU_UTIL_IC_AGENT_##.

2-1-2 Execute Transaction CRMC_UI_PROFILE or go to IMG path CRM ->Interaction Center WebClient -> Define Business Role

2-1-3 Copy business role Z_UTIL_IC to Z_UTIL_IC_## incl. all related objects and assign your created PFCG role.

2-2 Assign your created business role to organizational model 2-2-1 Call transaction PPOMA_CRM or go to IMG path CRM -> Business Roles ->

Define Organizational Model

2-2-2 Search organizational unit by Structure Search and browse organization IUT 260 and double-click on it

2-2-3 Create a new position Group_## and save your changes. 2-2-4 Assign your created business role to the new position

Mark your position and select in the main menu Go To -> Detail object -> Enhanced object description On tab Active select Business Role and create a new infotype. Enter your created business role Z_UTIL_IC_## and save.

SAP AG IUT260 3-28

2-3 Assign your user to the organizational model 2-3-1 Go back to the organizational model or follow steps 2-2-1 to 2-2-2 again.

2-3-2 Mark your position Group _## and assign your user to this position. On the popup select Holder .

2-3-3 On the search help select tab User by address data and search for your own user

2-3-4 Save your settings and relaunch the WebClient UI (Call the CRM Web UI with your newly created Favorite. You should at least be able to see the UI of the IC Agent. In case of more than one assignment in the organizational model it is necessary to choose one Business Role first.

Double-click the Favorite CRM Web UI that you created.

Log on with the CRM SAP GUI user/password.

SAP AG IUT260 3-29

Solution

Chapter: Framework Customizing/ Create new Business Role




2-1 Create your own business Role

Standard Business Role - UTIL_IC with

Standard PFCG Role - SAP_CRM_UIU_UTIL_IC_AGENT

SAP AG IUT260 3-30

2-1-1 Call transaction PFCG or go to SAP menu path Architecture and Technology -> System Administration -> User Maintenance -> Role Administration -> Roles and copy profile SAP_CRM_UIU_UTIL_IC_AGENT to Z_SAP_CRM_UIU_UTIL_IC_AGENT_##.

2-1-2 Execute Transaction CRMC_UI_PROFILE or go to IMG path CRM -> Business

Roles -> Define Business Role

SAP AG IUT260 3-31

2-1-3 Copy business role Z_UTIL_IC to Z_UTIL_IC_## incl. all related objects and assign your created PFCG role.

SAP AG IUT260 3-32

2-2 Assign your created business role to organizational model

2-2-1 Call transaction PPOMA_CRM or go to IMG path CRM -> Business Roles -> Define Organizational Model

2-2-2 Search organizational unit by Structure Search and browse organization IUT 260 and double-click on it

2-2-3 Create a new position Group_## and save your changes.

SAP AG IUT260 3-33

2-2-4 Assign your created business role to the new position

Mark your position and select in the main menu Go To -> Detail object -> Enhanced object description

On tab Active select Business Role and create a new infotype.

Enter your created business role Z_UTIL_IC_## and save.

2-3 Assign your user to the organizational model

2-3-1 Go back to the organizational model or follow steps 2-2-1 to 2-2-2 again.

2-3-2 Mark your position Group _## and assign your user to this position. On the popup select Holder .

2-3-3 On the search help select tab User by address data and search for your own user

2-3-4 Save your settings and relaunch the WebClient UI (Call the CRM Web UI with your newly created Favorite. You should at least be able to see the UI of the IC Agent. In case of more than one assignment in the organizational model it is necessary to choose one Business Role first.

Double-click the Favorite CRM Web UI that you created.

Log on with the CRM SAP GUI user/password.

SAP AG IUT260 3-34

SAP AG IUT260 4-1

SAP 2010

IC WebClient Functions / Customizing: Course Overview Diagram














Units

SAP AG IUT260 4-2

SAP 2008 / Page 1

IC WebClient Functions / Customizing: Content

z IC WebClient Functionsz UI Configuration

SAP AG IUT260 4-3

SAP 2008 / Page 1

IC WebClient Functions / Customizing: Objectives

At the conclusion of this unit, you will beable to: Explain the process of customizing IC WebClient

functions Use Wizards supporting the configuration

SAP AG IUT260 4-4

SAP 2008 / Page 1

Configuration Steps

UI Configuration Tool

UI Configuration Overview

SAP AG IUT260 4-5

SAP 2008 / Page 1

Configuration Steps



SAP AG IUT260 4-6

SAP 2008 / Page 1

UI Configuration: Overview

Tools

BSP WD Component Workbench

UI Configuration Tool Easy Enhancement Workbench

(EEWB) Business Role and Navigation

Bar Customizing Design Layer Customizing.

To adjust the CRM user interface to your corporate identity and to your business needs a bundle of integrated tools is provided.

These tools support the UI configuration in an efficient and holistic way.

Examples Add new fields Position fields on views Rename field labels Use personalization Define captions Define Navigation Bar entries Create Business Roles

UI ConfigTool

Design Layer

EEWB

Role- / NavBarCustomizing

BSP WD ComponentWorkbench

SAP AG IUT260 4-7

SAP 2008 / Page 1

UI Configuration Tools: Overview

BSP Component WorkbenchConfigure buttons

UI Configuration ToolUse customer specific fields within view configuration

Design Layer CustomizingImplement same configuration content for several views

Easy Enhancement WorkbenchCreate customer specific fields

UI Configuration ToolUse parameters to save your configuration

UI Configuration ToolConfigure 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

Design LayerCustomizing or BSP Component Workbench

Define input helps for customer specific fields

Role CustomizingDefine and copy business roles

ToolTasks

SAP AG IUT260 4-8

SAP 2008 / Page 1

UI Configuration Tool: Overview

The CRM UI configuration tool is an easy-to-use tool for adjustingthe CRM standard views to your needs.

Project team members and consultants use the tool as follows: Configure pages

Work center pages Overview pages Edit pages Advanced search pages

Configure blocks Forms Tables Trees

Configure fields

SAP AG IUT260 4-9

SAP 2008 / Page 1

UI Configuration with the UI ConfigTool

What you need to know before starting:What do you want to configure?

Component View

Design Layer -> implement the same business content for several views

Use of parameters -> work on one view (Example: Account Details), but distinguish between roles, object types,

Do you want to implement customer specific fields? Easy Enhancement Workbench

Do you want to customize the Navigation Bar? Navigation Bar / Role customizing -> not covered with this guide

SAP AG IUT260 4-10

SAP 2010

Personalization & Skins

Overview Starting with SAP CRM 2006s/2, several skins are

provided in the Interaction Center to allow individual users to select their own look-and-feel

Starting with SAP CRM 2006s/2, it is also possible to configure columns in the Interaction Center to let individual users to enlarge the width of important fields and to suppress unimportant fields

Starting with SAP CRM 2006s/2

SAP AG IUT260 4-11

SAP 2008 / Page 1

Personalization - Skin Selection

SAP AG IUT260 4-12

SAP 2008 / Page 1

Personalization - Skin Options

SAP AG IUT260 4-13

SAP 2010

Personalization - Configurable Columns

SAP AG IUT260 4-14

SAP 2008 / Page 1

Personalization - Filterable columns

SAP AG IUT260 4-15

SAP 2008 / Page 1

Display Technical Information

Display technical information To display technical information

(component name, view name,) choose F2 in the CRM Web Client Application

SAP AG IUT260 4-16

SAP 2008 / Page 1

Configuration Steps



SAP AG IUT260 4-17

SAP 2010

Start UI Configuration

Start the UI Configuration Tool BSP Component Workbech

Transaction BSP_WD_CMPWB

Choose a component Select a view Choose configuration to start

the UI configuration tool

Try component IUICMD as example. IUICMD is the Utilities specific identification with TMD replication.

Try view IUICMD/CreateOrg for example, where you can see the Configuration tab.

SAP AG IUT260 4-18

SAP 2010

Start the UI configuration tool directly from the application Prerequisites:

CRM 2007 SP02 Authorization object:

CRMCONFMODE Switch configuration mode on in

Personalization:> Personalize > Settings > Personalize Settings > UI Configuration Mode > Enable

Show configurable areas via button Show configurable areas ( ) The configurable areas are shown and

the configuration of the different views can be started, if you click on an area

If this mode is active, general navigation is switched off. By clicking the button again, you can switch off the configuration mode.

Note: On an overview page you can only configure assignment blocks that are expanded. If they are collapsed, expand them before you click Show configurable areas.

Start UI Config Tool directly from the application

Personalization setting can be also set via report SP_DLC_CONFIG_MODE_PERS

SAP AG IUT260 4-19

SAP 2008

Start the UI configuration tool Transaction BSP_WD_CMPWB Choose a component and display the

component with the related test-application (CRM_UI_FRAME)

If you want to configure the View, please start the Workbench by clicking on Display. The create-functionality is only required, if you want to do some extensive customer enhancements!

Select a view Choose configuration to start the UI

configuration tool

The language of the configuration is depending on the language of the Internet Explorer Settings.

Start BSP WD Component Workbench

SAP AG IUT260 4-20

SAP 2008 / Page 1

Configuration: Simple Configuration (1)

Configuration Add fields from the field set Remove fields Move fields (up/down, right/left) Change labels Add/change/remove captions Set fields to mandatory or display

only

In order to do the configuration it is required, that you will store your changes on a transport request.Please do not change SAP standard configuration but create your new own one!

View

Panel

SAP AG IUT260 4-21

SAP 2008 / Page 1

Configuration: Simple Configuration (2)

SAP AG IUT260 4-22

SAP 2008 / Page 1

Configuration: Detailed Configuration (1)

Configuration Add nodes with the assigned fields

from the field set Add fields from the field set Remove fields Display field properties Position fields Change labels Hide labels Add/change/remove captions Set fields to mandatory or display

only

Context set

Grid area

Property view

Caption area

SAP AG IUT260 4-23

SAP 2008 / Page 1

Configuration: Detailed Configuration (2)

Hold ALT and click on field

Select field and click on to addthe field into thegrid layout.

Please deselect theproperties before.

SAP AG IUT260 4-24

SAP 2008 / Page 1

Configuration: Overview Page

Configuration Add blocks from assignment set Remove blocks from displayed

assignments Change the titles Change the order of blocks Choose load option (direct, lazy, or

hidden)

SAP AG IUT260 4-25

SAP 2008 / Page 1

Configuration: Work Center Page

Configuration Add blocks from assignment set Remove blocks from displayed

assignments Change the titles Move blocks from (up/down, right/left) Define the use of the whole width for

a block

SAP AG IUT260 4-26

SAP 2008 / Page 1

Configuration: Table View

Configuration Define number of visible rows Enable scrollbar/cutting mode Add column from the set and remove

columns Change column title Change order of columns Define column width Define horizontal alignment Enable personalization of columns

SAP AG IUT260 4-27

SAP 2008 / Page 1

Configuration: Search

Configuration Add / remove Search parameter Define displayed search criteria Define default operator Define order of search criteria Change search parameter name

SAP AG IUT260 4-28

SAP 2008 / Page 1

Role-Dependent View Configuration

Configuration To create role-dependent

configuration, save the configuration with a role configuration key in the UI configuration tool

Role configuration keys can be defined in the IMG: Customer relationship management > UI framework > UI framework Definition > Define role configuration key

You assign role configuration keys to business roles in the IMG: Customer relationship management > Business roles > Define business roles

SAP AG IUT260 4-29

SAP 2008 / Page 1

Translation

Translation Use transaction SE63 to translate

captions and labels SE63 > Translation > ABAP objects >

Short texts > S6 technical short texts > BSP2

BSP1 = SAP standard texts BSP2 = Customer texts

SAP AG IUT260 4-30

SAP 2008 / Page 1

Start the UI configuration tool directly from the application Overview Pages, Work Center

Pages and Home Pages can be configured via the button Configure Page ( )

Automatically the right configuration is determined based on the found keys.

After saving the configuration and closing the pop-up changes are immediately available

Start UI Config Tool directly from the applicationNew with CRM 2007 SP02 (2)

SAP AG IUT260 4-31

SAP 2008 / Page 1

Configuration: Overview Page

Configuration Copy/create/delete a

configuration Add blocks from the visible

assignment blocks Remove blocks from displayed

assignment blocks Change the titles Change the order of blocks Choose a load option

(direct, lazy, or hidden) Show technical Details

SAP AG IUT260 4-32

SAP 2008 / Page 1

Configuration: Work Center / Home Page


configuration Add blocks from assignment set Remove blocks from displayed

assignments Change the titles Move blocks (up/down, right/left) Define the use of the whole

width for a block Change icons Show technical Details

SAP AG IUT260 4-33

SAP 2008 / Page 1

Configuration: Form views


configuration Add single fields from the field

set. It is also possible to add serveral or all fields assigned to a node.

Add/remove/change captions Remove fields Display field properties Position fields Change labels Hide labels Add/change/remove captions Set fields to mandatory or display

only Show technical details

SAP AG IUT260 4-34

SAP 2008 / Page 1

Configuration: Table view


configuration Define number of visible rows Add column from available fields

and/or remove columns Change column titles Change order of columns Define column width Define horizontal alignment Set columns to hidden (the end

user can display these columns via Personalization)

Show technical details

SAP AG IUT260 4-35

SAP 2008 / Page 1

Configuration: Editable Overview - switch to separate configuration

Configuration For some views within an

editable overview page it is possible to have different configurations for the display and the edit mode.

If a label is changed, it will be changed automatically in the second configuration.

In both configurations you can have different captions and more / less fields.

SAP AG IUT260 4-36

SAP 2008 / Page 1

IC WebClient Functions / Customizing: Summary

You are now able to: Explain the process of customizing IC WebClient

functions Use Wizards supporting the Configuration

SAP AG IUT260 4-37

Exercise

Chapter: IC WebClient Functions / Customizing Usage of UI Config Tool At the conclusion of this exercise, you will be able to:

Handle new UI Configuration Tool for WebClient UI Enhance existing Components with new Label Know differences of how to customize Search, Overview,

Workcenter Pages.




3-1 Get information of technical objects of Web Client UI, which should be enhanced.

3-1-1 Go to IC Web Client Interaction Record. 3-1-2 How to get technical information of current Component and View?

__________________

SAP AG IUT260 4-38

3-2 Which technical information is available? 3-2-1 Place your cursor in field DESCRIPTION. Get technical information

displayed.

3-2-2 Which Component is used? __________________

3-2-3 Which View is used? __________________

3-2-4 Which Context Node is used? __________________

3-2-5 Which Attribute is used? __________________

Use F2 to get technical information shown

3-3 Create Role Configuration Key 3-3-1 Create your own Role Configuration Key.

IMG: CRM UI Framework UI Framework Definition Define Role Configuration Key Copy the Role Configuration Key: Default_IC

New Role Configuration Key: ZUTIL_IC_## Description: IC Key Group ##

3-4 Change UI Configuration of Edit Form for Account Details.

3-4-1 Go to SAP Gui and launch Component Workbench (Transaction: BSP_WD_CMPWB).

3-4-2 Use gathered information to call right Component in Component Workbench.

3-4-3 Use gathered information to find the right View.

3-4-4 Launch Configuration for this View.

3-4-5 Copy current standard Configuration to your own Role Config Key.

SAP AG IUT260 4-39

3-5 Change UI Configuration in Simple Configuration of Edit Form for IC Record 3-5-1 Make sure you selected Simple Configuration when Configuration Screen has

launched.

3-5-3 Set Description as mandatory.

3-5-4 Change Label of field Employee Responsible to Man in Charge

3-5-4 Save your settings with your own Role Config Key.

3-5-5 Relaunch WebClient UI and test your new settings.

Hold Alt-Key while clicking a field in table of detailed configuration to get access to field properties.

SAP AG IUT260 4-40

SAP AG IUT260 4-41

Solution

Chapter: IC WebClient Functions / Customizing Usage of UI Config Tool At the conclusion of this exercise, you will be able to:

Handel new UI Configuration Tool for WebClient UI Enhance existing Components with new Label Know differences of how to customize Search, Overview,

Workcenter Pages

3-1 Get information of technical objects of Web Client UI, which should be enhanced.

3-1-1 Go To Interaction Record.

3-1-2 How to get technical information of current Component and View?

Place you cursor in an inputfield and press F2 Key

3-2 Which technical information is available? 3-2-1 Place your cursor in field DESCRIPTION. Get technical information

displayed.

3-2-2 Which Component is used? ICCMP_BT_FOUP

3-2-3 Which View is used? - CreateFollowUp

3-2-4 Which Context Node is used? - CREATEFOLLOWUP

SAP AG IUT260 4-42

3-2-5 Which Attribute is used? - DESCRIPTION

3-3 Create Role Configuration Key 3-3-1 Create your own Role Configuration Key

SAP AG IUT260 4-43

Copy Default_IC to your own Role Config Key.

3-4 Change UI Configuration of Edit Form for Account Details. 3-4-1 Go to SAP Gui and launch Component Workbench

(Transaction: BSP_WD_CMPWB).

3-4-2 Use gathered information to call right Component in Component Workbench.

3-4-3 Use gathered information to find the right View.

Select Component ICCMP_BT_FOUP

! Be aware ! If youre displaying an organization youll get the technical information of this View. But if youre displaying a person technical information will say, you should use View CreateFollowUp .

SAP AG IUT260 4-44

3-4-4 Launch Configuration for this View.

3-4-5 Copy current standard Configuration to your own Role Config Key.

3-5 Change UI Configuration in Simple Configuration of Edit Form for IC Record.

3-5-1 Make sure you selected Simple Configuration when Configuration Screen has launched.

3-5-3 Set Description as mandatory.

3-5-4 Change Label of field Employee Responsible to Man in Charge

3-5-5 Save your settings with your own Role Config Key.

3-5-6 Relaunch WebClient UI and test your new settings.

SAP AG IUT260 5-1

SAP 2010

Transaction Launcher: Course Overview Diagram














Units

SAP AG IUT260 5-2

SAP 2008 / Page 1

Transaction Launcher: Content

Configuration of the Navigation Bar and the Transaction Launcher

SAP AG IUT260 5-3

SAP 2008 / Page 1

Transaction Launcher: Objectives

At the conclusion of this unit, you will be able to: Explain and use transaction launcher entries Use the wizard to create new entries with data flow

SAP AG IUT260 5-4

SAP 2008 / Page 1

Transaction Launcher and Navigation Bar: Customizing

Steps to create a Navigation Bar Call (Method)Create Transaction Launcher Entry

Use wizard Data flow tree different to IS-U

Add transaction launcher ID to Navigation Bar Entries Define link Required in all cases

Add Navigation Bar Entry to Navigation Bar Profile Standard or Personalized Area Optional: Invisible Optional: Positioning

SAP AG IUT260 5-5

SAP 2008 / Page 1

Transaction Launcher

The transaction Launcher can be used to launch URLs and BSBs / BOR transactions from other systems.

SAP AG IUT260 5-6

SAP 2008 / Page 1

Launch URL

The transaction Launcher can be used to launch URLs.

To launch an URL the URL has to be defined in the URL repository first:View: CRMV_IC_LTX_URL

Launch URL

SAP AG IUT260 5-7

SAP 2008

Step 1: Define URL in URL repository

Configuration Transaction: SM30 View:

CRMV_IC_LTX_URL

SAP AG IUT260 5-8

SAP 2008

Step 2: Use Transaction Launcher Wizard (1)

Configuration IMG:

Customer Relationship Management > UI Framework >> Technical Role Definition > Configure Transaction Launcher

or transaction: CRMC_UI_ACTIONWZ

Enter an ID (dont use the F4-help)

SAP AG IUT260 5-9

SAP 2008 / Page 1


Configuration Enter a description Enter a class name

(dont use the F4-help):ZCL_

Flag Stateful, if the URL should be launched in a new window

SAP AG IUT260 5-10

SAP 2008 / Page 1


Configuration Choose Transaction

Type = URL Transaction

Choose the URL ID you defined in the URL repository

SAP AG IUT260 5-11

SAP 2008 / Page 1

Step 3a: Integrate the URL into your NavBar (1)

Example 1: Provide a new Direct Link group with the URL as a Direct Link

SAP AG IUT260 5-12

SAP 2008 / Page 1


Configuration IMG: Customer Relationship

Management > UI Framework > Technical Role Definition > Define Navigation Bar Profile

Create an new Logical Link Type: C Launch Transaction Target ID: EXECLTX Parameter class:

CL_CRM_UI_LTX_NAVBAR_PARAM

SAP AG IUT260 5-13

SAP 2008 / Page 1




Create a new Direct Link Group and assign the logical link to it

Assign the Direct Link Group to your Navigation Bar Profile

IMG: Customer Relationship Management > Business Role > Define Business Role > Set the link to visible

SAP AG IUT260 5-14

SAP 2008 / Page 1

Step 3b: Integrate the URL into your NavBar (1)

Example 2: Integrate the URL in an existing Work Center

SAP AG IUT260 5-15

SAP 2008 / Page 1

Step 3b: Integrate the URL into your NavBar (2)



Create a new Work Center Link Group and assign the Logical Link (see slide 8)

Assign the Work Center Link Group to a Work Center

IMG: Customer Relationship Management > Business Role > Define Business Role > Set the Group to In menu and In Work Center

SAP AG IUT260 5-16

SAP 2008 / Page 1

Launch GUI Transaction

The transaction Launcher can be used to launch BSPs / BOR transactions from other systems.

To launch a GUI transaction a BOR object type with a method EXECUTE, that supports synchronous calls is required.

A mapping of the logical systems is required:Transaction: CRMS_IC_CROSS_SYS

Launch GUI Transaction

SAP AG IUT260 5-17

SAP 2008 / Page 1

Preparation: Create BOR object type (1)

Configuration To launch a GUI transaction a BOR

object type with a method EXECUTE, that supports synchronous calls is required.

Transaction: SE80 > Workbench > Edit object

Copy BOR object type TSTC to ZTSTC

The preparation of the BOR object ZTSTC only needs to be done once for all GUI transactions, that should be launched from the UI

SAP AG IUT260 5-18

SAP 2008 / Page 1


Configuration Set in the method EXECUTE

the flag Synchronous

SAP AG IUT260 5-19

SAP 2008 / Page 1


Configuration Set in the method EXECUTE

the flag SynchronousGenerate the object

SAP AG IUT260 5-20

SAP 2008 / Page 1

Step 1: Define Logical system and assign ITS URL

Configuration Transaction: CRMS_IC_CROSS_SYS URL of ITS:

http://:/sap/bc/gui/sap/its/CRM_CIC_RABOX/!?sap-client=

Important Notes: 914112 - ITS service

CRM_CIC_RABOX causes UI problems

888931 - Display problems for SAPGUI transactions via ITS

SAP AG IUT260 5-21

SAP 2008 / Page 1


Configuration IMG:

Customer Relationship Management > UI Framework >> Technical Role Definition > Configure Transaction Launcher

or transaction: CRMC_UI_ACTIONWZ

Enter an ID (dont use the F4-help)

SAP AG IUT260 5-22

SAP 2008 / Page 1


Configuration Enter a description Enter a class name (dont

use the F4-help):ZCL_

Flag Stateful, if the URL should be launched in a new window

SAP AG IUT260 5-23

SAP 2008 / Page 1


ConfigurationChoose Transaction Type =

BOR Transaction Choose the BOR Object type

you createdChoose EXECUTE

SAP AG IUT260 5-24

SAP 2008 / Page 1


ConfigurationChooseParameter: Object

Key Value:

SAP AG IUT260 5-25

SAP 2008 / Page 1

Step 3: Integrate the Transaction into your NavBar (1)

Example: Provide a new Direct Link group with the Transaction as a Direct Link

SAP AG IUT260 5-26

SAP 2008 / Page 1




Create an new Logical Link Type: C Launch Transaction Target ID: EXECLTX Parameter class:

CL_CRM_UI_LTX_NAVBAR_PARAM

SAP AG IUT260 5-27

SAP 2008 / Page 1




Create a new Direct Link Group and assign the logical link to it

Assign the Direct Link Group to your Navigation Bar Profile

IMG: Customer Relationship Management > Business Role > Define Business Role > Set the link to visible

SAP AG IUT260 5-28

SAP 2008 / Page 1

Step 3: Result

Flag stateful set in Transaction Launcher Flag stateful not set

SAP AG IUT260 5-29

SAP 2008 / Page 1

Transaction Launcher: Summary

You are now able to: Explain and use transaction launcher entries Use the wizard to create new entries with

data flow Configure the navigation bar

SAP AG IUT260 5-30

SAP 2008 / Page 1

Exercise

Exercise:Navigation Bar and Transaction Launcher

SAP AG IUT260 5-31

Exercise

Chapter: Transaction Launcher and Navigation Bar

Within this exercise you will:

Create a transaction launcher entry calling the account display in IS-U / FI-CA

Create your own Navigation Bar Profile and Direct Link Integrate this entry into your Business Role and test the call with

data flow

During the setup of the call center processes, you want to include transactions and front office calls and assign them to the Business Role.

4 Transaction Launcher and Navigation Bar: Launching a BOR Object

You want to integrate a new button into the navigation bar that will launch the IS-U Account Overview data using a BOR method. This way the SAP GUI transaction look and feel will be displayed within the IC WebClient.

4-1 Transaction Launcher Create a new launch transaction to launch the IS-U BOR Object (FICAVIEWS). Go to the Transaction Launcher Wizard and create a new entry to launch the IS-U BOR Object (FICAVIEWS).

Wizard step: Select entries Launch Trans. ID: Z_ACCTBAL_XX Component Set: IUICALL

Wizard step: Technical Details Description: Account Balance XX Class Name: ZCL_ACCTBAL_XX Please be careful not to generate a class twice, because you can overwrite an existing one!

Wizard step: Further Technical Details Tr. Launcher Type: M BOR Transaction Logical System: Select the IS-U system

SAP AG IUT260 5-32

BOR Object Type: FICAVIEWS Method Name: DISPLAYDOCUMENTS

Wizard step: Transaction Parameters Parameter: Partner Value: //currentCustomer/BP_NUMBER Wizard step: Activity Clipboard Integration: leave empty Complete the wizard.

4-2 Add work center Account Balance ##

4-2-1 Execute Transaction CRMC_UI_NBLINKS or go to IMG path CRM -> UI Framework -> Technical Role Definition -> Define Navigation Bar Profile.

4-2-2 Select Define Logical Link on the left by double-click.

Create new Entries Logical Link ID ZACCTBAL## Typ Launch Trancaction Target ID EXECLTX Parameter ZACCTBAL## Parameter Class CL_CRM_UI_LTX_NAVBAR_PARM Titel Account Balance ## Description - Account Balance ##

4-2-3 Add Logical Link to work center group or direct link group

Select Define Logical Link Groups on the left by double-click

Create new Entries Group ID ZDLG_## Titel Direct Link Group ## Description Direct Link Group ##

4-2-4 Assign Transaction Launcher Logical Link to Direct Link Group

4-2-5 Copy NavBar profile UTL-IC to Z@##UTL incl. all related objects and change the description to Utilities Interaction Center Agent ## and save your changes.

4-2-6 Assign Direct Link Group to Navigation Bar Profile

4-2-7 Assign Navigation Bar Profile to Business Role

4-2-8 Activate Direct Links in Business Role

4-2-9 Save your settings and re-launch the WebClient UI to test your changes.

SAP AG IUT260 5-33

Solution

Chapter: Transaction Launcher and Navigation Bar

At the conclusion of this exercise, you will be able to:

Create a transaction launcher entry calling the account display in IS-U / FI-CA

Create your own Navig

Documents

Iut260 en Col94