Wednesday, December 26, 2012

Responsive Design using HTML5

First of all I would like to wish you a Merry Christmas and a Happy New Year!

Before leaving for Madrid to visit the SAP TechEd 2012 I composed my agenda and one of the lectures I planned to visit was ‘The UI Development Toolkit for HTML5’ by Tim Back. 

Wednesday, December 19, 2012

SAP CRM Client Groupware

Today’s blog is about SAP CRM Client Groupware Integration.  We will start with explaining more about the basics of Groupware Integration, followed by Tips and Tricks for the installation of the Groupware Integration.

Groupware Integration Client Version: 

Since this blog is based on the experience we recently had on a project with Groupware Integration Client Version for MS Outlook, both the client version in combination with MS Outlook will be the focus of our blog. We will not discuss the server version, or the possibility to synchronize with Lotus Notes (which are both possibilities with Groupware Integration).

Wednesday, December 12, 2012

First time right – one step closer with ATC

This year I was lucky enough to attend SAP TechEd 2012 in Madrid. As I was building my agenda I read about the new ABAP Test Cockpit (ATC) and was curious what this ATC is all about.

As a developer SAP offers me different ways to check custom code. Of course the first step would be that the code has no syntax errors, but besides that you can use the Extended Program Check and the Code Inspector to help you find errors or code improvements. So what new functionalities will this ATC bring to us?

Wednesday, December 5, 2012

The evolution of SAP Netweaver Gateway

SAP Netweaver Gateway is (yet another) solution from SAP to expose business information and functionality to the outside world. But why do you want to use it if already you can build your own REST services or create webservices?

Wednesday, November 28, 2012

How to add criteria fields to a replication object

Today’s blog explains how to add criteria fields to a replication object. You can add potential criteria fields for intelligent and simple intelligent replication objects.

For this blog the example of the replication object for BDoc type BUS_TRANSACTION_MESSAGE will be elaborated since this was the example I came across during my project. Needless to say that the below mentioned steps can be followed for all replication objects that are of type intelligent.

In my example I wanted to make sure that CRM orders that were created before a certain posting date are being excluded from the replication to ECC. For this I needed to include the criteria field POSTING_DATE to replication object BUS_TRANS_MSG.

Wednesday, November 21, 2012

SAP BI Mobility

We all know that Mobile Apps are hot. We use them every day. Not just for personal use but we will use these Apps more and more Business related to get our information from the Back Office.
As mobile technology is on the move, we would like to give you a clear and simple overview of what is available in the SAP BI Mobile market. Off course it depends on what you would like and need to do with your BI Mobile App which solutions would fit you most.

It is always a challenge to read between the lines and understand the marketing message of SAP. I tried to make an easy to understand blog about BI Mobile Apps and hope it will give a clear idea of the current and upcoming development in BI Mobility. From each BI App currently available, this blog describes how the apps differ from each other. Hopefully, this will help you to choose.

Why BI Mobility

As mentioned, we all use mobile Apps, leveraging our ability to interact and getting information fast. Business Apps should also comply with these same characteristics:

• Real-time data to make important decisions or handle tasks, location-independent.
• Secure access anytime, anywhere and on any device.
• Possible without very high investments in licenses and infrastructure.

Current BI Mobile Apps

SAP BusinessObjects Explorer
SAP BusinessObjects Mobile BI
“Custom made” App  with Sybase Unwired Platform + Mobile Analytics Kit


SAP BusinessObjects Explorer

Combining the speed of in-memory data exploration and interactive views, this app allows you to search for, categorize, and visually explore the information you need now.
  • Get seamless access to critical information in online and offline modes.
  • Share results instantly and collaborate with others.
  • “Google like” search,
  • Quick Implementation
  • Pre-defined Look & Feel
  • Easy to Use (low training effort)
  • “On demand” possibility

SAP BusinessObjects Mobile BI

Make existing SAP Crystal Reports and SAP BusinessObjects Web Intelligence reports mobile. (Also Dashboards which will be available at the end of Q4 2012)
  • Uses existing SAP BI security of Back-end,
  • Share and collaborate on insights instantly with others by snapshot’s & mailing possibilities,
  • Work seamlessly both on- and offline
  • Quick & Simple Implementation.
  • “On demand”  possibility

Make your own “Custom App” with the Mobile Analytics Kit.

Development via Unwired Platform, with all advantages of SUP (Afaria, Device Management) with the Mobile Analytics Kit
  • Possibility to do data visualization and analytics
  • Cross-platform library with native support for iOS & HTML5 for other devices.
  • Leverage data from any source including SAP HANA and BusinessObjects universes.

What is the Mobile Analytics Kit?

The Mobile Analytics Kit (MAKit) provides graphical controls with data visualization and analytics capabilities for mobile devices. It offers an intuitive and compelling user interface that lets you easily view enterprise data. Powered by an optimized analytics engine, MAKit can accomplish sophisticated data analysis on the mobile device, which avoids frequent time-consuming queries to remote servers.

MAKit is a cross-platform library that provides native support for iOS devices.
To support non-iOS devices, MAKit provides an HTML5 version that works with the Sybase Unwired Platform Hybrid Web Container.

These new analytic components can leverage data from any source including SAP HANA and BusinessObjects universes.

BI Mobile Architecture

A simplified Architecture shows that for the custom mobile app, the Unwired Platform with mobile analytics kit would be used, whereas the off the shelf mobile apps run on SAP BI 4.0.

(*) Sybase Unwired Platform 2.1 ESD #2

Wednesday, November 14, 2012

Live from SAP TechEd 2012

Being a "SAP TechEd 7-Time Attendee" I know what i can expect of a visit to the TechEd. As always I am eager to experience the new and "happening" SAP innovations and to talking to the developers and product guru's. Because #SAPTechEd 2012 contains almost 2000 sessions I am focussing on cloud and mobile though. This is my recap/impression of the first day.

This year we travelled in a pack of code and scoop eager developer wolves, trying to cover the complete broad range of the SAP developer landscape. (and oh yeah, we also took a "Suit" along with us, to do his "thing" at Sapphirenow, though probably the most hungry wolvee...)

Wednesday, November 7, 2012

Mobile Device Management made easy

This week's blog is about Mobile Device Management. Mobility is hot and many organizations are experimenting or even implementing mobile solutions for their enterprise users. In previous blog posts we told you about the way to connect mobile devices to SAP using Sybase Unwired Platform technology. As a Service or On Premise. With standard apps like SAP Mobile Sales for SAP CRM or with customer apps using OData & Sybase Unwired Server. But what about securing and configuring your mobile devices?

Wednesday, October 31, 2012

Configuration of product set types in Web UI

When you have configured a product set type in the SAP GUI, you probably want to display this in the Web UI too.

The product set type doesn't appear automatically in the Web UI, it needs a little customzing.
Product set types are used to add additional customer specific attributes to products. When configured, they are found under the label 'additional set types' on the basic data tab of the products.

Wednesday, October 24, 2012

Using tab order definition

 Well, that’s a funny little thing…..

…appearing in SAP CRM 7.0 Ehp1…A nice new feature which I ran into while activating switches and reading documentation in CRM, was a function called ‘Tab Order Definition’.  By enabling this function you can go through all the fields in a BSP-component in a predefined order by using you TAB-key. And yes, as a user, you can define this order yourself.

Wednesday, October 17, 2012

BW – Analysis Process Designer (APD) - The use of APD for performance improvement

Analysis Process Designer

Usually the Analysis Process Designer (APD) is used to find and identify hidden or complex relationships between data from various databases from systems in a company. The analysis results are saved in BW data targets, a CRM system or e.g. a flat file. They are available for all decision and application processes and thus can be decisive (strategically, tactically, operatively).

For one of our customers we used it to improve the performance of graphs and tables in a CRM factsheet.

Using the APD, we were able to reduce the load time of the factsheet from 2 minutes to less than 3 seconds!

Wednesday, October 10, 2012

Enhancing the search result view with an extra attribute.

Let’s say ‘e-mailadresses are top of mind’ within your organization. Your organization is handling more and more business processes by e-mail. So an updated accountfile of e-mailadresses is very important for supporting these processes. So a check if an e-mailadress is maintained can be done via various ways. For example an Alert in the Interaction Center Message area or set the field mandatory when a business partner operates in a new business partner role etc. Another option is enhancing for example the search result views where a business partner is involved.

Result of this enhancement (After reading this blog)

As you can see a new colomn is visible in this opportunity search result view.
An employee can directly see if there’s an e-mailadress maintained for the corresponding business partner. How further the prospect is getting in the (sales)process how more important an e-mailadress can be. For example for quotation reminders, digital invoices or for surveys.

Wednesday, October 3, 2012

SAP CRM EhP1 - customizing transaction assignment blocks

After implementing enhancement pack 1 for SAP CRM, the assignment blocks for transactions (activities, orders, service orders, opportunities, leads etc) get a new feature. You can now customize which filters are to be applied to the assignment block.

Using this feature, you can for instance decide that the 'closed activities' should show only activities with userstatus 'closed', or that for instance certain transaction types are not relevant. Or even that only certain transaction types are relevant.

Customization of these filters is done on screen configuration level, enabling you to implement different filters per screen config. This means that in practice, you can have different filters per businessrole.

Different businessroles can have different filters applied to the activities assignment block, enabling you to for instance show only certain activities to specialised users.

Wednesday, September 26, 2012

How to setup Web Channel Experience Management 2.0

Introduction WCEM 2.0

SAP released a new E-Commerce solution based on SAP backend systems (SAP ECC and SAP CRM). This new solution is called SAP Web Channel Experience Management. It supports end-to-end processes for E-Commerce, E-Marketing, E-Service, Web Channel Analytics as well as a robust and easily extensible Web Channel platform.

Wednesday, September 19, 2012

Knowledge articles in SAP CRM

As from SAP CRM 7.0 SAP introduced knowledge articles.
Knowledge articles can be used to store:
  • User Manuals
  • FAQs
  • Troubleshooting Articles
  • How to documents
  • Etc.
Knowledge articles are integrated into several processes and TREX is mandatory for searching.
The most common process is the service process, where a customer calls the interaction center and the agent has to search for the right information and provide the answer to the customer.

Wednesday, September 12, 2012

SAP InnoJam 2012 'Design Thinking'

This year was going to be the first time that I would attend the SAP InnoJam. Until now I only knew of the concept from the media and of the stories from colleagues, but this year I was going to experience how it really feels to meet fellow developers, SAP Mentors, SAP InnoJam Gurus and code, code, code till really late at night.
The fun started the evening before while packing my bag, what do you need for 36 hours of presentations and coding? I really had no idea so I decided to ask my colleagues for help on Yammer. 

Acorel Yammer

Wednesday, September 5, 2012

Response time determination based on multilevel categorization

The Service Level Agreement (SLA) determination profile in SAP CRM is a flexible method to determine service and response profiles for service requests. For each transaction type, you can determine in which order the system should look for existing SLA profiles on service contracts, service product items, reference objects, business partners, and organizational units.
In the response profile (transaction CRMD_SERV_SLA) you have the option to define response times based on a combination of priority and categories from the multilevel categorization.

In this blog I will not describe the complete customizing settings for SLA determination but I want to focus on a specific problem when you use the combination of priority and multilevel categorization in your response profile:
In standard CRM re-determination of the SLA times is only triggered on change of the priority field. So even if you have setup different response times per category, changing the category on your service request does not trigger a re-determination of the response time.

Wednesday, August 29, 2012

Customer onDemand - Part 3

Extending the Customer onDemand Userinterface

In last weeks blog I highlighted the implementation steps of a Customer onDemand project. As is the case with most SAP CRM implementations you will face business requirements that are not in the standard solution. During the implementation but also after go-live, you might need to enhance the application to facilitate these business requirements. In this weeks blog we have a first look on the Customer onDemand application enhancement tool. With this “Key User Tool” we can easily adapt the user interface.

Key User Extensibility vs. Cloud Developer Studio

Before we have a closer look at the Key User Tool, I must point out that CoD has a more advanced tool called “Cloud Developer Studio” which is actually the CoD’s inherent SDK. The Cloud Developer Studio is used to design new Business Objects or a complete new Work Center but also for Integration purposes via Web services. Both tools combined offer great flexibility to extend the Customer onDemand solution.


As an administrator with the proper rights You have the option to enter the Adaptation mode. The yellow-grey bar at the top indicates clearly that you are in the Adaptation mode.

Wednesday, August 22, 2012

Customer onDemand - Part 2

Organization set up and user management

In last weeks blog I introduced you to SAP Customer onDemand and highlighted some aspects of the implementation project. This week we will have a closer look on setting up the organization and user management.

Typically the set up and maintenance of the organization and creating and assigning users is a task for the Administrator role. The starting point is the Administrator Work Set.

The Administrator Workset

Wednesday, August 15, 2012

Customer onDemand - Part 1

Implementation and Business Configuration

In 2011 SAP introduced a new product in their line of CRM business applications called SAP Sales onDemand. Sales onDemand is a Cloud solution hosted by SAP. Basically it is a Salesforce Automation tool with basis functionalities, also available on mobile devices such as iPhone and iPad.

Since its first introduction it has rapidly evolved in an almost complete CRM application offering a wide range of Marketing, Sales and Service capabilities that easily can withstand other CRM cloud solution competitors. It offers an out of the box integration with SAP ERP and SAP CRM 7.0. Since it is far more than just a sales tool, the name has changed accordingly from SAP Sales on Demand to SAP Customer onDemand. SAP is continually improving SAP Customer onDemand. For this year alone, two more releases or waves are planned with new and enhanced functionalities.

SAP Customer onDemand on your PC or on mobile devices such as the iPad

Wednesday, August 8, 2012

What’s new in SAP CRM Enhancement Package 2 for SAP CRM 7.0

In May 2012 SAP released the new Enhancement Package 2 for SAP CRM 7.0. This blog post focuses on some of the best improvements on the existing functionalities and highlights new functionalities and features as well.

So what’s new....................................?


Wednesday, August 1, 2012

What's wrong with those BDocs?

As a functional consultant you will often have to monitor the middleware when sending Business Partner information from SAP CRM to SAP ERP. Often the error message of the BDoc will give you a clue as to where to find the cause of the error, but as often you are left in the dark as where to find the exact cause, for example when it tells you to fill in all required entry fields (but which ones are not clear!).
This week’s blog explains how to find the cause of a BDoc error when replicating Business Partner data from SAP CRM to SAP ERP.
First of all check the middleware errors in transaction SMW01. Select the BDoc that shows a status ‘red’ and thus went into an error. First you will need to click on the ‘Show BDoc Message Errors/ Receivers’ icon  and then the grid icon  to find the description of the error.

Wednesday, July 25, 2012

Adding a date type to the item overview page

One of the selling points of SAP CRM is its configurable UI. You can easily adjust a screen to you business requirements and create different screens for different business roles. Nothing new so far, but have all been there, the business requests to show that one field that is not available in the standard.
For this blog this field is a specific date type, contract start date, which needs to be visible on item overview. This field is only available in the assigment block Dates.


Wednesday, July 18, 2012

To save or not to save?

In some cases it should not be possible to save orders with errors, but when you hit the ‘Back’ arrow you receive the data loss popup whether or not you want to save the changes.
When the user chooses ‘Yes’ the order with errors will be saved.
To prevent the changes to be saved (when the order contains errors) we can enhance the main window.

Wednesday, July 11, 2012

Marketing Attributes and how to get rid of them

In SAP CRM the use of marketing attributes is a great way of enriching your customer data with freely definable attributes. The use of marketing attributes can be widespread in your organization and serve different purposes. Most commonly organizations use them to create customer profiles and segment customers to target them for marketing purposes.

A successful organization goes to great efforts to maintain their marketing attributes and makes sure that customer-facing employees constantly update important customer data. The creation of new attribute sets and the underlying attributes and values is quite easy and flexible. Deleting attributes, on the other hand is not as straightforward and for a good reason too.

If you could delete an attribute that is already assigned to a customer then you would lose essential customer data along with it. Fortunately SAP CRM prevents you to delete those attributes but it is often not very clear on how to safely remove the attribute. This week’s blog will give you some tips on how you can remove attributes without losing valuable customer data.

Wednesday, July 4, 2012

Using Configurable Data Retrieval to limit data


In SAP CRM, transactions are linked to the Business Partner in assignment blocks. For instance, the opportunities for a certain customer are visible in the assignment block BP_BPBT/ACCOUNTOPPORTUNITIESOV .
  As a standard, SAP CRM shows all opportunities that are linked to the business partner, regardless how old they are, or what status they have. For opportunities this is most of the time not much of a problem, since opportunities don’t come in big tranches (depends on what company you’re working for ;-)). However, for activities it can be very helpful to filter on certain parameters so only the relevant activities are shown.
To make this possible, SAP has introduced Configurable Data Retreival (CDR).

Wednesday, June 27, 2012

The exponential factor

It’s not a secret that CRM implementations tend to be mind breakers. Aside the usual challenges in functional and technical solutions with IT projects, there’s the ‘exponential factor’. Most risk factors for specifically CRM projects are just exponentially larger. This is due to:
  • Business and customer strategy are highly confounded;
  • CRM processes have a direct effect on customer relationships;
  • A considerate number of the sales and service employees are not inclined or used to information sharing and often have little affinity with IT.

When the ‘exponential factor’ is in play, this can be recognized by symptoms such as: no fit for use, gaps in functionality, low acceptance, shortages in skills, duplicates and inconsistencies , high maintenance costs and not meeting the expectations of the business case.

Wednesday, June 20, 2012

Creating an Online Multiplayer game in ABAP

Update: I've fixed the SAP Link Nugget, it should work fine now.

You'll need the following plugins to import the nugget:

Warning: This blog post is going to be techy, but also fun. I will show how I realized an idea that has been in my head for quite some time: creating a multiplayer game in ABAP. Who wouldn't want to play games with his/her colleagues while your boss thinks you're very busy working in SAP?

In this blog post we will create an ABAP version of good old Tic-tac-toe, where two users can compete for eternal fame.

To make it more interesting we'll teach the old ABAP dog a new trick: Instead of using a clumsy refresh button, the opponent will automatically be notified when the other player has made a move using a technique called long-polling.

Wednesday, June 13, 2012

Working with partner determination rules in SAP workflow

In SAP workflow, you will need to assign workflow tasks to certain users. As there are quite a few ways to do this, you can easially get lost. Let's look at some of the options.

Wednesday, June 6, 2012

Keeping the Service Manager informed via alerts.

Within the service process, managers want to be informed of any issue that might come up so that they can be proactive in the resolution. For this Blog we sent an alert to the manager of a Call center that a service order has been created that has the priority Very High.

To do this, we will create an action that is triggerd on save, with a schedule condition that the priority is very high. This Action will trigger the alert. In the alert class we determine the manager of the employee that created the Service Order. The standard alert functionality will sent out an email to the email address of the user (SU01) of the manager, and create the alert on the managers home screen.

Wednesday, May 30, 2012

Reading messages and exceptions after calling CRM order maintain

Within SAP CRM the function module “CRM_ORDER_MAINTAIN” is used to create and change an Order. Although it has some exceptions implemented, the function module will not return the messages and exceptions within the Order itself. Instead it only tells if the maintain was executed correctly or not. It might be necessary to read the messages and exceptions afterwards, for instance to return them to a portal. This blog contains an overview of the steps that need to be executed.

Wednesday, May 23, 2012

Using webservices and document templates to generate output

In SAP CRM 7.0, it is possible to define document templates. Document templates can be used to generate preformatted and predefined documents using Microsoft Word, or Adobe Reader.
Using this functionality is very easy. Implementing is as well... once you know how.
Let's take a look...

Wednesday, May 16, 2012

Disable change documents for tables created using the AET

Using the Application Enhancement Tool (AET), it is quite easy to create new tables. Once you created a new table, the system will generate all required objects. One of the objects created is the Change Document Object, which is used to log all data changes.

Logging changes could be useful, but sometimes it is not necessary. Depending on the customer’s requirements, you decide whether changes should or should not be logged. This blog contains information on how to disable the creation of change documents.

Wednesday, May 9, 2012

Guide to SAP Netweaver Gateway OData & Sybase Unwired Server

This week's blog is about SAP Mobility. Mobility is hot and many organisations are experimenting or even implementing mobile solutions for their enterprise users. With the new OData features in SUP 2.0 it has become easy to expose your SAP data to mobile devices. In this blog we will show you the steps needed to make connection through SUP with a Netweaver Gateway OData service.
In this blog I will show how to setup Sybase Unwired Platform to accept clients making OData requests to Netweaver Gateway. Also how to setup the reference application to test your setup.

Wednesday, May 2, 2012

Display specific actions as buttons in the CRM Webclient

Within SAP CRM actions are a very flexible way to customize the system to the customer’s requirements. Since these actions are often started by end users, we have looked for a way to optimize the execution of an action.

By default the CRM Webclient UI contains logic to display a button called “Actions”.

Once you click on this button, the Webclient UI will show a pop-up with all available actions that could be executed. Depending on the setting it takes some effort to execute an action:

- Click button “More”
- Click button “Actions”
- Choose an action

Since there might be actions that should be executed frequently, it would be useful to be able to start these actions directly via a separate button. There is a way to do so!

Wednesday, April 25, 2012

Writing quick lookup transformation code for SAP BW.

When working with data in BW you will often need to do a lookup in the masterdata to be able to add the corresponding attribute coming from the communication structure during the transformations in SAP BW. Logically you want to have a lookup which is fast during runtime. In the following example we will give you a basic description how this code should look like, to ensure the performance of the transformation during the ETL process within BW.
This blog also explains the difference in types of internal tables which is important during coding to improve the performance even more.

Wednesday, April 18, 2012

Smart Value Help (SVH) in SAP CRM

As of CRM 7.0, we can use the Smart Value Help in SAP CRM. Standard SAP uses this on for instance the country and language fields.

This article describes how you can use this functionality on other fields like for instance your custom fields, how it works and what you should be aware of (performance wise for instance).

Wednesday, April 11, 2012

How to install SSO between CRM and BW

Within the SAP CRM WEB UI you are able to create direct links to BW reports with are running on a separate BI system. Normally a direct url link is made to access these BW reports, which can be a Query or Web Template. To avoid to logon to the BI system at the moment you access the BW reports, you can create an SSO (Single Sign On) connection between the CRM and BW systems. A prerequisite to this SSO is that the user names on the CRM and BW system are the same, it is not necessary that the passwords are the same.

Wednesday, April 4, 2012

Data Extraction from CRM to BW with BDOCs

This blog focuses on the concept of data extraction from SAP CRM 7.0 as an OLTP database to SAP BW as a OLAP database. CRM BW Analytics offered by SAP is an extensive and tight integration between the two SAP Business applications. Because the extraction of data works in a very specific way in CRM, it is easily overlooked. Other BW extractions of SAP OLTP work in a more generic way, different from how it is done in SAP CRM 7.0.
There are quite a lot of articles that describe in detail how it is done, this blog gathers that information. By describing it in a simple way it may be easier to understand the basic steps involved in configuring and implementing this CRM BW Adapter framework. The BW adapter (BWA) is built within the CRM environment so that unlike in ECC, no additional installation of a plug-in is necessary.

In a future blog about Data Extraction for CRM, I will explain “How to enhance a BW adapter based data source”.

Wednesday, March 28, 2012

Fighting problems of asynchronous processing in ABAP

In most Standard SAP applications, changes to data are not directly (“synchronously”) written back to the database. Instead, SAP Netweaver buffers these changes and writes them at a later time (“asynchronously”).

On many occasions, you won’t notice this asynchronous nature and it won’t cause any problems. Even better, asynchronous processing is good for performance! However, sometimes you’ll want to continue processing only when the database is completely up-to-date. For example:

  • When you are trying to get additional data not returned by the BAPI or Function Module you just called;
  • When you want to run another BAPI or Function Module that depends on the database being completely up to date after the previous call.

Especially in interface programming, I have seen some cumbersome solutions. The good news is: There are good solutions to enforce synchronous processing. This post lists these options.

Wednesday, March 21, 2012

Real Time Offer Management (RTOM) Functionality

In previous blogs on RTOM we have prepared the RTOM and CRM system to communicate with each other. This blog will focus on setting up an example and explain the functionality of solution.

Business scenario

Let's say we have 2 products and RTOM to advice us which one to cross-sell to the customer. For instance, if the user lives in the US, we should advise product A, but if he lives outside of the US we should advise product B.

Wednesday, March 14, 2012

Real Time Offer Management (RTOM) SAP CRM Customizing

In last weeks blog, we discussed the technical setup needed for RTOM. This included the steps needed for setting up the communication between the SAP CRM server and the RTOM server.
This week, we will show what customizing is needed in SAP CRM to enable Real Time Offer Management in a business role.

Wednesday, March 7, 2012

RTOM Real-Time Offer Management Technical Setup

Cross and Up selling have been part of the CRM solution for many years. Only recently Real Time Offer Management has been added. What does this tool bring our customers? From the SAP website we find: 
“The SAP Real-Time Offer Management software is an advanced analytical real-time decision engine that enables you to optimize any decision-making process, such as for cross-sell and up-sell offers, retention, service-level adherence, and lifetime value boosting. The software takes into account all relevant information, including up-to-the-moment interaction information, to help you to take the most appropriate next action to enhance customer relationships on all customer interaction channels”
In this weeks blog we will show you what you need to do to through the technical set-up. This is the set-up needed for standard CRM integration. For Utilities integration additional steps are required. 

In a next blog on RTOM we will go in to the full functionality of RTOM. The versions that are used are CRM 7.01 and RTOM 7.1 

Wednesday, February 29, 2012

Using LinkedIn to automatically update SAP CRM

In last week’s blog, we mentioned the different kinds of Social Media solutions that SAP provides and one that we at Acorel developed together with D-Media: LinkedIn integration with SAP CRM. As promised this week’s blog goes a bit more into the details of this LinkedIn solution.

Since LinkedIn has valuable information about your contact persons or customers, it might be useful to capture this information and store it on your CRM business partners. Just think of all the extra segmentation possibilities! Since you have to get granted access to this information, you must offer your customer an advantage to why he should grant you this. 
Now there is the catch! If you have a portal or webshop where your customers have to login, you can provide them the same access, only they use their LinkedIn credentials to log in. And let’s be honest, everybody remembers their LinkedIn credentials.

So, what do you need for this?

Wednesday, February 22, 2012

Wanna get Social...?

“If Facebook would be a country, it would be the 3rd largest country in the world!”… and among its inhabitants there are a lot of customers, prospects, suppliers and competitors.

The last few years a shift has taken place in the area of (marketing) communication. The user is becoming more and more the central point and with this gained a more active role in the creation, circulation and interpretation of media content. The rise of social media is a development which pushes us to take another look at the way we use of SAP CRM. Responding to ‘buzz’ and using social networks proactively is the way forward!

Wednesday, February 15, 2012

ERMS routing in detail

In last week's post, I discussed the working of the ERMS1 workflow and how the workflow works together with the rule modeler and the ERMS service manager.
I ended the post with a few complexities that might occur when using ERMS in an Interaction Center context.
Let's take a look at them one by one.

Wednesday, February 8, 2012

ERMS under the microscope

When implementing ERMS, part of the work is to implement a workflow called ERMS1. Another part is to implement routing rules in the IC Manager as well as set up the ERMS Service Manager. The two apparently are more interdependent than I would have thought.

Wednesday, February 1, 2012

Runtime Repository Inconsistencies after SAP CRM Upgrade

When upgrading an SAP CRM system, you might run in to inconsistencies in the runtime repository.
Inconsistencies particularly occur on enhanced components. This is due to the fact that when enhancing, the system copies the runtime repository. This copy is not automatically updated during an upgrade.
As the runtime repository is a definition of the available views, windows and navigational links, a call to a view or window that has not been defined here, will result in an exception that will be shown to the user. To avoid this, changes in enhanced components should be maintained in the enhanced (custom) runtime repository.

Wednesday, January 25, 2012

Customizing businessroles from the webclient

Even though I think I know a lot about SAP CRM, it took quite a while for me to learn about the possibilities to customize business roles directly from the CRM Webclient. It's actually easier than customizing from the IMG.

Wednesday, January 18, 2012

How to hide buttons for unauthorized users

In SAP CRM, it sometimes occurs that buttons are visible and clickable, even while the current user is not authorized to execute the action. It seems to depend on the developer that has built the screen whether this has been properly taken care of or not.

Fortunately, we have the enhancement framework, so we can easily implement this by enhancement ourselves. Let's take a look at some different views in a CRM 7.0 EhP1 system.

Wednesday, January 11, 2012

EhP1 - Task list in Campaign Management

Enhancement pack 1 for SAP CRM topics seem to be popular lately. Apparently, many of you are upgrading.

Another feature delivered in EhP1 for SAP CRM is the ability to maintain a task list in campaign management. A logical addition to the module, as often, marketing campaigns require planning an monitoring of planned actions.

Wednesday, January 4, 2012

Graphical BI Reports in SAP CRM

An often heard request is to have graphical reports in SAP CRM.
A logical request, as good Customer Relationship Management partly relies on knowledge of the customer, which sometimes is best shown using a graphical report.

There are of course several out-of-the-box reporting functions in SAP CRM, such as interactive reporting, which uses a BI-client on the CRM server and contains standard reports on several objects in the CRM system, and also the in EhP1 introduced Xcelsius Dashboards and BO Explorer integration.

But for those of us who are not yet on EhP1, do not have BO's latest BO Explorer, would like to report on more than just CRM data, and have a functioning BI system in place... Here is how to implement a BI graphical report in SAP CRM using a WebTemplate.