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Welcome to SAP

CRM

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Objectives: System Landscape Options with mySAP CRM

• Standalone CRM

• CRM with a backend R/3 system

• CRM with additional industry solutions

• CRM in combination with groupware solutions

• CRM with third party ERP systems

• CRM in multi-system landscapes

• Collaborative CRM solutions


Objectives:

Standalone CRM solutions

• This is used when products do not have to be delivered and no logistics

functionality is therefore needed, you can, in part, dispense with the connection to

back-end systems.

• Users access CRM via the people-centric user interface based on the SAP

Enterprise portal.

• Complex data is analyzed via the BI functionality of SAP Netweaver.

• CRM uses the SAP web application server as a server platform (Application

platform)

Integration with SAP R/3 Backend System

• This is used for integrating tasks such as sales order processing, invoicing etc.

This presumes that master data and customizing data can be exchanged

between CRM and back-end applications.

• Like CRM, R/3 is also based on the web application server (WAS)

• CRM middleware organizes the data exchanged between R/3 and CRM


Objectives:

Integration with Industry solutions

• Industry Solutions provides additional functionalities and business processesfor single industries.

• CRM is integrated through the CRM middleware with the back-end parts ofthe industry solutions based on R/3.

GroupWare Integration

• The purpose of groupware solutions is ultimately to support teams for sharedtasks, or for projects. The typical functionality of groupware solutions includescommunication by email, provision and management of team calendars,management of contact persons and tasks, and shared processing of documents.


Objectives:

E.g. of groupware solutions are Microsoft OutlookExchange and Lotus notes/Domino.

From a technical viewpoint, groupware solutions typicallyconsist of a groupware server, e.g. Microsoft Exchange orLotus Domino, as well as a groupware client, e.g.Microsoft Outlook or Lotus Notes. Groupware clients canwork either online or offline.

CRM provides the following integration options withgroupware solutions:


Integration with Microsoft Outlook and Lotus Notes with Mobile Sales and Mobile Service Applications of CRM

Activities of mobile CRM applications and Tasks (tasksand appointments) of the groupware solutions MicrosoftOutlook and Lotus Notes can be exchanged both ways.

Further, it is possible to access unread emails from theinboxes of mobile applications using hyperlinks. ViceVersa, emails can also be sent from mobile applications.

Furthermore, user specific reports can be created inBW and replicated to mobile end users as solutionworkbooks. The MS Excel sheets contained therein can beused offline.


Email communication with the operational application of CRM

The operational application of mySAP CRM can readand receive emails using SAPConnect.


Integration of CRM server and groupware server

In this integration scenario, the groupware server (Microsoft Exchange server 2000 or lotus domino 5.0x) is connected directly to the groupware server.

CRM Business partners are displayed in groupware contacts and CRM activities are displayed in groupware tasks and appointments.


Integration of CRM server and groupware server

These objects are exchanged in both directions. In this way, groupwareclients can access CRM data via the groupware server without installingadditional software. From the technical viewpoint,

CRM business objects in this scenario are transferred by CRMmiddleware as XML documents to the Mapbox.

There, an XSLT (XML stylesheet transformation) Engine maps thedocuments to icalendar (for tasks and appointments) or vCard objects (forbusiness partners).

The vCard and iCalendar objects are then forwarded to a groupwareconnector that converts these objects technically into the format of thecorresponding groupware server (Microsoft exchange, lotus domino) andupdates it there.


Integration with third-party ERP solutions

Here, 2 levels must be considered:

Integration on the business process levelOnce cross system business processes are defined, it can be

determined which business objects have to be exchanged between whichsystems. This information allows the technical and semantic interfaces for thecorresponding business objects to be specified. CRM middleware supports, forexample, interfaces to oneworld (J.D Edwards) and Oracle applications.Process integration with non-SAP systems can take place through CRM

Middleware or the SAP Exchange Infrastructure.

Integration on the level of the user interface:

SAP Portal provides a technology that not only displays CRMs people-centricuser interface, but can also display user interfaces from other applications, i.efrom third parties.


Multiple System Landscapes

There are 2 scenarios here :

Currently, installed multiple-systems landscape use CRM middleware andMapbox services.

Multiple CRM Scenarios :

Here a back-end system is coupled with multiple CRM servers. Reasons forgoing in for multiple CRM servers could be :

organizationally separating IT departmentsdistributing systems worldwideusing extremely difficult CRM functionalitiesimplementing a new CRM version in parrallel


Multiple System Landscapes

The CRM server communicates with the R/3 back end via R/3 adapters andR/3plug-ins.To control the separate flow of business data to the various CRM servers, thefilter settings for business objects can be loaded from the respective CRM

serverinto the R/3 plug in. The R/3 plug-in then uses the corresponding filter data

foreach CRM server.


Multiple Backend Scenario :

A CRM server is coupled with multiple-backend systems. The master data in such a system landscape is frequently not harmonized. Finding and combining duplicates are typical tasks in managing non-harmonized, distributed master data.

The integration technology used here exceeds requirements for integration with a single back-end systems.

Structure mapping :

Different backend systems can have different data structures for theirbusiness objects. If these objects are exchanged between different backend systems, there isnt always a one-to-one comparison of the fields in the 2 systems.Difficult mapping requirements which includes data refinement can besolved using mapbox.


Multiple Backend Scenario :

Harmonization and ConsolidationThe greatest challenge inmultple backend systems is the harmonization of master data andcustomizing data. Mapping definitions of the customizing data can bedone using the mapbox.After the above data has been harmonized, business processes can bedefined in which CRM sales orders can be forwarded to variousabcked systems for further processing. Processes of this kind are calledExtended order management (EOM) scenarios.


Cross Enterprise CRM Scenarios

E-Business industry standards such as RosettaNet orEDI over Internet form the technical basis for B2Bscenarios. Using these business standards, CRM canparticipate in B2B processes with partner companies,buyers or sellers.


Technical Components View of CRM


The key capabilities of CRM are :

MarketingSalesServiceField ApplicationsE-CommerceInteraction CenterChannel Management

The central component in each CRM system landscape is the CRM server. Based on the web application server, it provides the core functionality of all key capabilities as well as the technical services. Depending on the CRM business scenario to be implemented, the CRM server must be enhanced by additional components.



Common installaable software for all key capabilities :CRM server, BW, Portal, IPC, R/3, APO


R/3 Edition for Internet Sales and Mobile Users

•SAP Internet sales R/3 Edition is a lean solution particularly suited to

expanding the sales functionality of an existing R/3 system to the Internet.

This solution is suitable for smaller workloads. In this version, the webshopaccesses the SAP R/3 system data directly instead of accessing the CRM server. Apart from the R/3, the following software components are also required :

SAP J2EE Engine SAP Internet Sales Web Application Components R/3 Plug In TREX (optional) SAP IPC (optional)


R/3 Edition for Internet Sales and Mobile Users

There are also R/3 versions for the mobile applications of mySAP CRM : Mobile Sales for Handhelds (R/3 Edition) and Mobile Service (R/3 Edition). For thiese the following components are required :


Descriptions of Software components :

Backweb Proactive Portal servers : Third party software for mobile sales andused to make information available from portal knowledge management.Backweb Proactive Portal severs allows the mobile user to subscribe to varioustopics, the contents of which are then available to the mobile user in the infocenter.Audio, Video, program files, HTML formats are supported.

Broadcast Messaging Server : Used in Interaction Center.With this, messages can be sent to all IC agents. It is a Java application that can beoperated either as a stand alone or as a servlet. The client is a java client.

Comunication Station : Used in Mobile salesThis is based on SAP COM+ Connector (or SAP.NET Connector) and transformsDCOM calls (Distributed Component Object Model) from mobile devices to RFCcalls to the CRM server. In unicode scenarios, XML/SOAP messages are usedinstead of DCOM calls.



Computer Telephony Integration (CTI) :The goal of CTI is to make the telephone into an integral part of computersupported business processes. There are 4 ways to connect the telephonecommunication channel :

SAP Phone (for IC Win Client) SAP Multi Channel Interface ( for IC Win Client) Genesys Gplus Adapter (for IC Win Client) Integrated communication interface (for IC Web Client)

C projects Add-on : Used in ServiceThis supports project management and project planning for professional services.

CRM application tool server (CAT server) : Used in MarketingThe CAT Server generates forms for electronic surveys that can be used when generating leads or evaluating oppurtunities.



Dynamic Auction and Bidding Engine : Used in E-Commerce and CHThe JAVA application DAB supports various dynamic price determinationprocesses, such as auctions and bids.

Groupware connector : Used in Sales and ServiceThis is required to connect a groupware server to a CRM server using the mapbox.Connectors for MS Exchange server and IBM lotus domino are also available.

IC Scheduling : Used in Interaction centerThis provides the IC managers with tools to help them effectively distribute theworkload to the available call center agents. This includes

Workforce management scheduling application server Workforce management scheudling Calculation services

BW is also required.



IC Webclient :This is a J2EE application which allows the user to access the interaction centerusing an internet browser.

Intelligence Connector : Used in MarketingThis is a Java application that offers functions for real-time analysis of data.

Mapbox : Used in Sales, ServiceThe mapbox maps data objects from different systems and with a different internaldisplay (values, structures, keys) based on XML/XSLT. For example, the Map Boxis used to convert business partners from the CRM system into contacts of agroupware applications.

Mobile client recovery manager : is a tool that can be used by the centralsupport team in a company to exchange defective or broken mobile devices.



Mobile Client Sofware :The mobile client software varies according to whether laptops, tablet PCs, orhandhelds are used as mobile devices.

Handhelds require the client part of the SAP mobile Engine. The mobile engine isbased on Java and is therfore platform-independent. It is used in CRM with mobilesales and mobile service scenarios for handheld devices.

The mobile sales/service application for laptops is installed in the laptop and tabletPC, because it also has to support funcitons for the tablet PCs. For pricedetermination and for configuration of products, SAP IPC canalso be used onlaptops or tablet PCs.

Mobile Development Workstation

APO : CRM uses APO for the availability check (GATP)



SAP Business Connector : Used in E-CommerceThis is a Java Based Middleware product for the integration of SAP solutions withexternal applications based on open XML interfaces. Using XML/HLMT,quotations, orders, contracts, shipping notifications, invoices or catalog data can beexchanged, for example.

SAP Content Server : Used in Interaction CenterThis supports the administration of large amounts of documents, for example, fromthe product catalog of the e-commerce scenarios. Smaller amounts ofdocumentation can also be maintained on the CRM server itself.

Internet Customer Self ServiceThis is a J2EE component that provides self service functionality over the internet.

J2EE Engine :In addition to ABAP, SAP Web application server also supports JAVA with the SAPJ2EE engine. This is compatible with the Sun J2EE (Java-2 Platform, EnterpriseEdition)



Software Agent Framework :J2EE application that interaction Center Agents can use in their search for solutions.

TealeafTealeaf is a tool for analyzing the behaviour of users on the internet. Tealeaf makesit possible to record and save all of a user’s interaction steps comprehensively. Theevaluation of data obtained (trend recognition, dependencies, behavioral pattern,and so on) is tightly integrated with BW.

Text Retrieval and Information Extraction (TREX) :TREX provides the following services

Index Management Service (IMS) : Tool for indexing random documents. Hererelevant information from documents is extracted (text mining) and used to indexthe documents with the help of classification processes. Search machines that matchthe SAP IMS server API specification (for example, TREX search engine) can use theIMS index to search for documents.



TREX Search Engine : Search machine that offers all standard functions for textsearch. It supports the SAP IMS server API specification. TREX is used to indexproduct catalogs in e-commerce an therefore enables a fast and easy product searchon the web. Another important area is knowledge management, which makesrelevant information available to portal users depending on their role.

UBIS Intelligent Product Adviser :This is an optional component from a third party vendor that provides tailoredproduct advice for web shopper.

SAP Workflow Modeler :J2EE tool for configuring workflows. A GUI enables administrators to create orchange workflows quickly and easily.


Data Exchange between R/3 Backend and CRM server – Technical view

The CRM middleware is delivered with many adaptersthat enable connection of the CRM servers to other systems.Eg. R/3, BW, mobile CRM applications, groupware solutionsand other non-SAP systems.

The R/3 Adapter ensures semantic integration betweenCRM server and SAP R/3. The following types of dataexchanges are supported by the R/3 adapter.



Initial Load : Once the CRM server has been installed, the CRMapplications require customizing data and business data from an existingR/3 Backend system. The challenge for this type of data exchange is thehigh volume of data that is transferred between the 2 systems. The CRMmiddleware provides an extremely scalable initial load solution that allowsfast exchange of mass data.

Delta Load : In a productive landscape, modified business data mustbe loaded continuously in real time from the CRM server to R/3 and viceversa. This guarantees data consistency within the system landscape. Boththe CRM and R/3 work according to ‘store and forward’ mechanism, inwhich change messages can also be sent to other systems when businessobjects are posted.

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Email: [email protected]

http:// kerneltraining.com/sap-crm/

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Call us: +91 8099776681

Email: [email protected]

http:// kerneltraining.com/sap-crm/

mailto:[email protected]

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