Wednesday, July 31, 2013

Unlocking the web with GenIL/BOL

Last week Pieter gave a nice overview of the MVC layers in CRM. And Olaf gave a very good overview earlier on the BOL/GenIL. Today we are going to dive into the BOL/GenIL by making it do stuff it isn't supposed to do.

As you might have read in the blog of last week, the MVC concept is about separating concerns and hiding implementation details. In the context of BOL/GenIL* and the Web UI, the BOL feeds the model of the Web UI with data, and the layers in the Web UI should have no notion of where this data is coming from. It should not matter whether the data supplied by the BOL:
  • Is read from the local CRM database;
  • Is retrieved by a cool Web service or API;
  • Is being delivered by pigeons.
Please do not incorporate pigeons in your software architecture. It won't help.
NO: You definitely should not feed BOL/GenIL objects with pigeon-based data sources, but surely a Web Service would work effortles… Or would it?

Wednesday, July 24, 2013

SAP CRM and the Model-View-Controller Concept

When working with the CRM webclient platform, you can easily go ahead without knowledge of the so-called Model-View-Controller concept. I think if you want to do it right though, you should at least have some basic knowledge about the concept.
This graphic is explained in the accompanying text
For some of you, the model-view-controller concept might be something you have only heard about in an SAP classroom training or read about an SAP-Press book. For others though, this could be a concept you have learnt about in a non-SAP context.

This article will focus on how the SAP CRM webclient embraces the model-view-controller concept.

I will try to help you understand the concept as well as recognise the different parts in the SAP CRM Webclient. I will also try to show you what would be good and what would be bad practice.

Wednesday, July 17, 2013

Adding a custom assignment block on the SAP CRM Webclient home page

Once the CRM Webclient is started, it automatically displays the home screen. This screen gives the user specific information, such as “Saved searches”, “Alerts” and “Appointments”. Within project developments it might be interesting to enhance the home screen with an additional assignment block, for example, to inform the user about opportunities that need his attention.

This blog given an overview of the actions that need to be executed, to enhance the CRM Webclient home screen and add an additional assignment block.

Note that it is especially important to think about the performance of the selection behind the additional view. As the user cannot influence the selection and as we are talking about the homepage, the last thing you want is your users waiting for the homepage to load because the selection of your custom view is too expensive.

Wednesday, July 10, 2013

Translating and transporting OTR texts

In some cases you have several languages defined in you SAP CRM system (e.g. English and German). Therefore you will need to maintain the texts in the CRM WEB UI for the different countries. It can happen that you want to edit the standard translation that SAP provides for a particular country to your specific translation.

This week's blog is about OTR texts in the CRM WEB UI that needs to be translated and transported in a specific way. The Online Repository Texts (OTR) is a central storage location for language dependent text, which can be maintained via the transactions SOTR_EDIT and SE63. You can find the OTR texts in the tables SOTR_HEAD and SOTR_EDIT.

Wednesday, July 3, 2013

Why integrating SAP BCM with SAP CRM offers great benefits to your Customer Service

Today’s telecommunications world


THE buzzword in today’s telecommunications world is “Communication Enabled Business Processes (CEBP)” - integrating your communication systems with your business applications.

In the traditional communications world, companies used to invest in different solutions for communications, business process applications and IT-systems. They would have a solution for telephony (office and mobile), a solution for contact center and a solution for IT systems - completely separate from business applications.
Today's challenges of distributed teams (across geographies and functions), distributed know-how (across the organization and in different time-zones) and multiple communication channels (telephony/ email and chat) have raised the important question how to efficiently and effectively execute and manage your business processes.

This is where CEBPs become important.Today’s blog is about the integration of SAP BCM with SAP CRM. SAP BCM can be integrated with all CRM business roles, being the SAP CRM Interaction Center, SAP Sales, SAP Marketing and SAP Service role. With this integrated solution, SAP offers a complete end-to-end contact center communications and business process solution, making it a true CEBP solution.