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