Wednesday, April 27, 2011

Approval process using status authorization

Depending on your process, sometimes an approval is needed, or sometimes, not all users are for instance allowed to close a service ticket.

Approval can be implemented using workflow, but if your process is fairly simple and the approver is a regular SAP CRM user, you can also choose to implement a simple approval process using user statuses and user status authorization.

Wednesday, April 20, 2011

Sybase Mobile Sales for SAP CRM requirements

In order to implement Sybase Mobile Sales for SAP CRM, you will need the following components in your landscape:
  • SAP CRM 2007 SP6+
  • SAP Netweaver Mobile 7.1 SP9+
    • Gateway 1.1 SP1+
  • Sybase Unwired Platform
  • Sybase Relay Server

Sybase Mobile Sales for SAP CRM is currently (20-04-2011) available for iPhone, iPad, BlackBerry and Windows Mobile.
After first setup, data is extracted from SAP CRM to the staging area in SAP Netweaver Mobile. This staging area is called the Data Orchestration Engine (DOE). Basically, the DOE data structures are optimized for communication with application on the mobile devices.

Information request from the device
When the device asks for information (i.e. when a new device is subscribed), a call is done to the DOE. The DOE then retrieves the data from the staging area (so no calls to SAP CRM). The retrieval is done based on the distribution rules as set up in the DOE. In case of Sybase Mobile Sales for SAP CRM, the logon-user determines the accountmanager, the relations of the accountmanager determine the accounts that will go to the device. The activities from these accounts will also flow to the device.
All information from SAP NW Mobile is sent to the Sybase Unwired Platform (SUP), and is queued there for further processing if the device is not online.

Wednesday, April 13, 2011

Account overview show only X contacts in the contact history

Recently, I ran into a note, 1226594. This note describes that in the account overview, the most recent activities are not shown. This is something we have noticed already from the start of the CRM Webclient. The logic to select the activities of a customer is basically selecting a set number of entries where the customer is mentioned. 

On database level, this is done by selecting from CRMD_ORDER_INDEX up to X rows. The number of rows to be selected can be influenced in BADI CRM_BP_UIU_BT. In this BADI, you can also influence the selection as described here.

The biggest problem with the selection of the activities is that when the total number of the activities becomes bigger than the X (of the up to X rows), the system selects the first X (the oldest). This is due to the sorting of the CRMD_ORDER_INDEX table.

Note 1226594 implements a fix so that the latest activities are shown.

I strongly recommend you implement this note. The need for the implementation of BADI CRM_BP_UIU_BT as described here is now less relevant.

Of course, implementing for instance cv_max_hits = '10' in BADI method CHANGE_SELECTION of CRM_BP_UIU_BT will still improve performance.

Wednesday, April 6, 2011

Sybase Mobile Sales for SAP CRM functional specifications

With mobility being more and more embedded in everyday life, people expect more every day concerning functionality on the mobile phone. Users expect business software to be made available on the mobile phone.

We all know that business users expect their business software to be as user-friendly as any other software. This of course will not surprise you. This also means though that business users will also expect to have business information on their mobile phone, just the way they get it with other business software.

With currently over 300.000 apps in the Apple Appstore, lots of which combine data from the internet with local iPhone functionality, you KNOW business users will expect this from their business software as well.
With the speed of evolution of mobile devices and the current and expected diversity of mobile standards, it has been proven difficult to create cost-efficient software which supports multiple devices.

Sybase Mobile Sales for SAP CRM is one of the answers from SAP to live up to these expectations.