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