CRM FieldApp Customizing

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<p>Overview Presentation:</p> <p>Operating and Customizing Field Applications in SAP CRMSAP CRM 5.0 Field Applications</p> <p>1</p> <p>ContentField Applications in SAP CRM mySAP CRM Powered by SAP NetWeaver: Mobile ScenarioCRM Middleware and Mobile .NET Client</p> <p>Operating Field Applications in SAP CRMSystem Landscape Data Distribution and Synchronization System Administration and Monitoring</p> <p>Customizing Field Applications in SAP CRMServer-Side Customizing Process Client-Side Customizing Process Software Logistics</p> <p>Further Information SAP AG 2005, SAP CRM 5.0 Field Applications, 2 of 34</p> <p>2</p> <p>Field Applications in SAP CRMField applications is a key capability within SAP CRM, providing marketing, sales, and service functionality in an offline environment on notebooks or PDA devices: There are four SAP CRM standard applications:Mobile sales Mobile service Mobile sales for handheld Mobile service for handheld</p> <p>Mobile sales and mobile service are based on the following:CRM middleware Mobile .NET client</p> <p> SAP AG 2005, SAP CRM 5.0 Field Applications, 3 of 34</p> <p>Mobile Sales / Mobile Service provide marketing, sales, and service functionality on a notebook (or Tablet PC). CRM Middleware and Mobile .NET Client are the technologies supporting these notebook-based applications. Mobile Sales for Handheld and Mobile Service for Handheld are supported by Mobile Infrastructure (Mobile Java Client), another technology provided by SAP, targetting handheld devices. This technology is not discussed in this presentation.</p> <p>3</p> <p>Challenges in Field ApplicationsComprehensive support of mobile users in their daily work Offline availability of all relevant customer-related data Seamless integration with other CRM components to guarantee integrated processes between in-house and field users Information sharing between online and offline users by leveraging intelligent replication services Easy deployment and automatic installation of laptops in the field</p> <p> SAP AG 2005, SAP CRM 5.0 Field Applications, 4 of 34</p> <p>4</p> <p>ContentField Applications in SAP CRM mySAP CRM Powered by SAP NetWeaver: Mobile ScenarioCRM Middleware and Mobile .NET Client</p> <p>Operating Field Applications in SAP CRMSystem Landscape Data Distribution and Synchronization System Administration and Monitoring</p> <p>Customizing Field Applications in SAP CRMServer-Side Customizing Process Client-Side Customizing Process Software Logistics</p> <p>Further Information SAP AG 2005, SAP CRM 5.0 Field Applications, 5 of 34</p> <p>5</p> <p>mySAP CRM Powered by SAP NetWeaver</p> <p>SAP CRM Marketing Sales Service Analytics Channel Management Interaction Center E-Commerce CRM Integration Services SAP NetWeaver People Integration Information Integration Process Integration Application Platform Field Applications in SAP CRM Mobile Sales: Laptop/Handheld/Online Mobile Service: Laptop/Handheld Mobile .Net Client (SAP CRM) Mobile Browser Client Mobile Java Client</p> <p>SAP NetWeaver Mobile</p> <p> SAP AG 2005, SAP CRM 5.0 Field Applications, 6 of 34</p> <p>As part of SAP NetWeaver Mobile, Mobile .NET Client (SAP CRM) is a client technology designed and optimized for Microsoft Windows-based, occasionally server-connected CRM field applications running on mobile devices with a large footprint, such as notebooks. The CRM Integration Services (CRM Middelware) provide mobile client synchronization facilities to ensure seamless integration of business data and processes between inhouse- and field users.</p> <p>6</p> <p>CRM Middleware: FactsMobile client synchronizationData replication using publish and subscribe concept Automatic redistribution of data upon changesValue change in replication-relevant data fields (minor realignment) Changed data assignments for mobile sites (major realignment)</p> <p>Automatic installation and upgrade of mobile clients Central backup and recovery of mobile data</p> <p>Cross-component system administration and monitoring Back-end integration Groupware integration</p> <p> SAP AG 2005, SAP CRM 5.0 Field Applications, 7 of 34</p> <p>The CRM Middleware provides the means to keep multiple offline, occationally connected, mobile clients in a consistent state in sync with the CRM Server. Data is replicated to mobile clients according to a replication model based on the publish &amp; subscribe concept. This means, a mobile client has to subscribe to certain data in order to receive this data. The CRM Middleware takes care of re-distributing data in case of data changes (minor realignment) as well as subscription rule (major realignment) changes. Besides business data, also software or runtime data (installation packages, upgrades) can be distributed to mobile clients using the CRM Middleware. In case e.g. a notebook has to be replaced, data can be recovered fast and easily. The Consolidated Database (CDB) on the CRM Server contains all data from all mobile clients, so that the CRM Middleware can extract any subset of data needed and make it available for any mobile client. The CRM Middleware also provides various tools for system administration and monitoring. Real-time data exchange between a CRM Server and a Groupware Server can also be provided by the CRM Middleware. So, e.g. Business Partners in Mobile Sales can be integrated with contacts in Microsoft Outlook. The CRM Middleware provides full Back-End integration of the CRM System into mySAP ERP as well as non-SAP Back-Ends using various adapters and plug-ins.</p> <p>7</p> <p>Mobile .NET Client: FactsDesign-time environment: Mobile Application StudioIntegration with Microsoft Visual Studio .NET Modifying and enhancing field applications in SAP CRMSet of visual modeling tools</p> <p>Source-code generation Change management and modification support Multiuser development Translation support Software logistics</p> <p>Runtime frameworksBusiness framework layer User interface framework layer</p> <p> SAP AG 2005, SAP CRM 5.0 Field Applications, 8 of 34</p> <p>Mobile .NET Client provides a runtime framework for CRM Field Applications as well as a design environment to customize these applications. The design environment, Mobile Application Studio (MAS), is integrated with Microsoft Visual Studio .NET and provides a set of visual modeling tools to facilitate application development as well as a code generator to generate source code from the application meta-data which is stored in the Mobile Application Repository (MAR). The MAS together with the MAR handles multiuser development and provides proper change management for development objects. Multilanguage translations for labels and captions are handled Software logistics, based on the standard R/3 transport system in conjunction with the CRM Middleware, exist for application meta-data as well as for generated runtime files (-&gt; upgrades). The runtime frameworks consist of a business framework layer and a user interface framework layer. The business framework layer contains a logic layer which defines the interfaces exposed to application developers and a data access layer (DAL) which defines services for accessing the local user database. The user interface framework layer consists of a core layer which interacts with the logic layer of the business framework and which defines the core interaction components and their behaviour, and a control layer which defines the actual controls that appear on the screen (all derived from .NET controls) and the interaction between the controls and the core (-&gt; peer layer).8</p> <p>ContentField Applications in SAP CRM mySAP CRM Powered by SAP NetWeaver: Mobile ScenarioCRM Middleware and Mobile .NET Client</p> <p>Operating Field Applications in SAP CRMSystem Landscape Data Distribution and Synchronization System Administration and Monitoring</p> <p>Customizing Field Applications in SAP CRMServer-Side Customizing Process Client-Side Customizing Process Software Logistics</p> <p>Further Information SAP AG 2005, SAP CRM 5.0 Field Applications, 9 of 34</p> <p>9</p> <p>SAP CRM System Landscape: Mobile Scenario</p> <p>mySAP ERPUDB UDB UDB Periodically, the mobile clients dial up the communication station to exchange data via the CRM Middleware.</p> <p>Mobile Clients with CRM Field Application</p> <p>Communication Station</p> <p>MAS MASODBC</p> <p>MAS</p> <p>MARMobile Repository Server with Mobile Application Repository (MAR)</p> <p>CDB CRM Server with CRM Middleware</p> <p>Other Systems</p> <p>Mobile Development Workstations with Mobile Application Studio (MAS)</p> <p>Mobile Development Environment SAP AG 2005, SAP CRM 5.0 Field Applications, 10 of 34</p> <p>Permanent communication facilities Temporary dial-up facilities</p> <p>CRM Server The CRM Server is the heart of the system landscape. Here the CRM Online application components as well as the CRM database reside. The CRM Middleware is a software component on the CRM Server providing, among others, various services to integrate mobile clients. The consolidated database (CDB) is part of the CRM database (certain set of tables) and contains the consolidated data from all mobile clients. This means that the local user database (UDB) on every mobile client is a subset of the CDB. In case of a crash or loss, it is very easy to replace every mobile client / UDB by just extracting the respective data from the CDB. Communication Station The communication station acts a switch site for mobile clients to connect to the CRM Server to exchange data. The data packages in the outbound queue of a mobile client are wrapped as BDoc messages in DCOM calls. These DCOM calls are transformed into remote function calls (RFCs) on the communication station to be further processed by the CRM Middleware. The similar way vice versa holds true for data packages that are received by mobile clients. Mobile Client The Mobile Clients are usually notebooks or Tablet PCs where the application component, e.g. SAP CRM Mobile Sales, is installed. The application works on a local user database (UDB) in offline mode and the user exchanges data on a regular basis with the CRM Server using the communication station (see above). Also software upgrades are sent to mobile clients using the same mechanism. Mobile Repository Server The Mobile Repository Server is part of the mobile development environment and hosts the Mobile Application Repository (MAR). In the MAR all application meta-data, like business objects, business queries, tiles, tile sets, etc. are stored. Mobile Development Workstation On the Mobile Development Workstation (MDW) the Mobile Application Studio (MAS) is installed. The MAS is integrated with Microsoft Visual Studio .NET and acts as the design environment for mobile applications. The MAS connects to the MAR via ODBC and provides visual modeling tools as well as code generators to generate the application runtime files (e.g. , *.dat, *.vb, *.dll, etc. ) from the meta-data. Whenever new runtime files are created, an upgrade package can be sent to the CRM Server and distributed to the mobile clients using the CRM Middleware.</p> <p>10</p> <p>ContentField Applications in SAP CRM mySAP CRM Powered by SAP NetWeaver: Mobile ScenarioCRM Middleware and Mobile .NET Client</p> <p>Operating Field Applications in SAP CRMSystem Landscape Data Distribution and Synchronization System Administration and Monitoring</p> <p>Customizing Field Applications in SAP CRMServer-Side Customizing Process Client-Side Customizing Process Software Logistics</p> <p>Further Information SAP AG 2005, SAP CRM 5.0 Field Applications, 11 of 34</p> <p>11</p> <p>Data Distribution: Publish and Subscribe ConceptStar-like data distribution to mobile sites Publish and subscribe concept:Sites have to subscribe to publications to receive data</p> <p>Predefined industry-specific patterns for data replication provided by SAP Replication model, which can be adapted to customer-specific needs</p> <p>CRM Server with CRM Middleware CDB</p> <p>Mobile Sites / Clients</p> <p>D</p> <p>A B</p> <p>C</p> <p> SAP AG 2005, SAP CRM 5.0 Field Applications, 12 of 34</p> <p>Every mobile client has to be identified as a logical site within the system. Every site is a potential sender and receiver of data. The data on every mobile site is a subset of data present in the Consolidated Database (CDB) on the CRM Server. The data distribution mechanism follows a Publish &amp; Subscribe approach. This means, the information HOW data can be distributed is by default already present in the system (Replication Objects and Publications); to determine which mobile site should actually receive which data requires the creation of Subscriptions. By creating a subscription and assigning it to a mobile site, the system knows what data records have to be sent to this site. SAP delivers predefined replication models, meaning Business Document (BDoc) Type definitions, Replication Objects and Publications. However, the replication model can be adapted to the specific needs of a customer. For more details refer to section Server side customizing process.</p> <p>12</p> <p>Data SynchronizationMobile Clients Communication Station CRM Server with CRM Middleware</p> <p>UDB UDB UDB ConnTrans Message Transfer Service .NET Connector from SAP Mobile Client Adapter</p> <p>Data Access Layer</p> <p>CDB</p> <p>Client Outbound QueueData Package (Business Document BDoc Messages)</p> <p>Server Inbound QueueData Package (BDoc Messages)</p> <p>Client Inbound QueueData Package (BDoc Messages)</p> <p>Server Outbound QueueData Package (BDoc Messages)</p> <p> SAP AG 2005, SAP CRM 5.0 Field Applications, 13 of 34</p> <p>Data synchronization between mobile clients and the CRM Server: Every write operation on the mobile client user database which changes existing data, creates new data or deletes data, also places a respective BDoc message in the client outbound queue. A BDoc message contains the (delta) information about the data object (e.g. a sales order) along with the action performed on this data object (e.g. changed delivery date). Thus, the CRM Middleware later on knows what action(s) have to be executed when the BDoc message is received by the CRM Server. To synchronize data with the CRM Server, the mobile user starts the synchronization process using the Connection and Transport Handler ConnTrans. ConnTrans establishes a dial-up connection and uses the Message Transfer Service to send BDoc messages from the mobile client to the CRM Server and to receive BDoc messages from the CRM Server. On the Communication Station, the SAP .NET Connector takes care of transforming the DCOM calls, in which the BDoc messages are wrapped, into RFC calls, which can be processed by the CRM Middleware. The Mobile Client Adapter is the part of the CRM Middleware which takes care of processing BDoc messages from and to mobile clients. Sending software upgrades to mobile clients uses the same mechanism. Upgrade packages are wrapped in a certain type of BDoc message to be sent to the mobile clients.13</p> <p>ContentField Applications in SAP CRM mySAP CRM Powered by SAP NetWeaver: Mobile ScenarioCRM Middleware and Mobile .NET Client</p> <p>Operating Field Applications in SAP CRMSystem Landscape Data Distribution and Synchronization System Administration and Monitoring</p> <p>Customizing Field Ap...</p>