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 Delete Component BOL Deconstruction

Webclient

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 A significant internal or external event that is recorded in the CRM system that describe a customer supporting activity or interaction

Business Transaction

(Activity, Complaint, Lead, Opportunity, Sales Order, Service Order, etc)

A good or service involved in customer supporting activity or interaction

Product

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: BUPAs 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. Dont try to write these from scratch unless you know BDT and prefer doing things in more painful fashion.

CRMV_EVENT
The 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=/pu b/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 BOL

Transaction 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/CR M+Web+Client+UI+Framework
http://wiki.sdn.sap.com/wiki/display/CRM/Cust omer+Relationship+Management