tecrm 20 presentation
TRANSCRIPT
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Modules Presentation
Ahmed Shouman27th, July 2015
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ENTERPRISE CONSULTANCY SERVICES - Slide 2
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 3
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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ENTERPRISE CONSULTANCY SERVICES - Slide 4
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
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ENTERPRISE CONSULTANCY SERVICES - Slide 5
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 6
Introduction
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ENTERPRISE CONSULTANCY SERVICES - Slide 7
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 8
Structure of Transactions
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ENTERPRISE CONSULTANCY SERVICES - Slide 9
General Structure of Transactions
• A business transaction represents a business interaction with a business partner.
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ENTERPRISE CONSULTANCY SERVICES - Slide 10
Transaction Types Item Categories and ItemCategory Determination• A transaction type defines the attributes and characteristics of a business
transaction &controls how a specific business transaction is processed.
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ENTERPRISE CONSULTANCY SERVICES - Slide 11
Transaction Types Item Categories and ItemCategory Determination
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ENTERPRISE CONSULTANCY SERVICES - Slide 12
Item Category Determination
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ENTERPRISE CONSULTANCY SERVICES - Slide 13
Basic Functions in Business Transactions
• Copying Business Transactions
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Basic Functions in Business Transactions
• Subsequent Referencing
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ENTERPRISE CONSULTANCY SERVICES - Slide 15
Basic Functions in Business Transactions
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ENTERPRISE CONSULTANCY SERVICES - Slide 16
Basic Functions in Business Transactions
• Date Management
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ENTERPRISE CONSULTANCY SERVICES - Slide 17
Basic Functions in Business Transactions
• Status Management
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ENTERPRISE CONSULTANCY SERVICES - Slide 18
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 19
Overview of Activity Management
• Activities such as interaction logs and appointments keep a record of any interaction that has taken place between your company and its customers.
• Tasks provide a way for your employees to manage their own workload and to record reminders.
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ENTERPRISE CONSULTANCY SERVICES - Slide 20
Customizing Activities and Special ActivityFunctions
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ENTERPRISE CONSULTANCY SERVICES - Slide 21
Follow-Up Activities
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ENTERPRISE CONSULTANCY SERVICES - Slide 22
The Survey Suite
The Questionnaire in the activity is based on the Survey Tool.
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ENTERPRISE CONSULTANCY SERVICES - Slide 23
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 24
Overview of Partner Processing
• Partner processing controls how the system works with business partners in transactions.
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ENTERPRISE CONSULTANCY SERVICES - Slide 25
Automatic Partner Processing
• During transaction processing, the main business partner or technical object, this is usually the sold-to party;
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ENTERPRISE CONSULTANCY SERVICES - Slide 26
Customizing Partner Processing
• Partner Processing in Customizing
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ENTERPRISE CONSULTANCY SERVICES - Slide 27
Partner function category &Partner function
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ENTERPRISE CONSULTANCY SERVICES - Slide 28
Partner Determination Procedure
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ENTERPRISE CONSULTANCY SERVICES - Slide 29
Access Sequences
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ENTERPRISE CONSULTANCY SERVICES - Slide 30
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 31
Action Processing
• Examples for Actions
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ENTERPRISE CONSULTANCY SERVICES - Slide 32
Action Processing: Workflow
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ENTERPRISE CONSULTANCY SERVICES - Slide 33
Processing Time
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ENTERPRISE CONSULTANCY SERVICES - Slide 34
Processing Types
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ENTERPRISE CONSULTANCY SERVICES - Slide 35
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 36
Overview of Pricing
Pricing information in the Internet (CRM Web Channel),
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ENTERPRISE CONSULTANCY SERVICES - Slide 37
IPC Implementation Scenarios
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• The pricing procedure defines the valid condition types and their calculation sequence in the transaction.
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ENTERPRISE CONSULTANCY SERVICES - Slide 39
Determination of Pricing Procedure
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ENTERPRISE CONSULTANCY SERVICES - Slide 40
Condition Types
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ENTERPRISE CONSULTANCY SERVICES - Slide 41
Access Sequence
• search strategy that the system uses to search for valid data in a specific condition type
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ENTERPRISE CONSULTANCY SERVICES - Slide 42
Condition Table
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ENTERPRISE CONSULTANCY SERVICES - Slide 43
Condition Technique
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ENTERPRISE CONSULTANCY SERVICES - Slide 44
Condition Maintenance and Pricing Functions
• Condition Maintenance
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ENTERPRISE CONSULTANCY SERVICES - Slide 45
Condition Maintenance Groups and Contexts
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Pricing: Functions
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ENTERPRISE CONSULTANCY SERVICES - Slide 47
CRM Pricing
Actions
Introduction
Transaction Processing
Activity Management
Partner Processing
Agenda
CRM Billing
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ENTERPRISE CONSULTANCY SERVICES - Slide 48
Overview of CRM Billing
• System Landscape
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ENTERPRISE CONSULTANCY SERVICES - Slide 49
Billing Process Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 50
Input Processing
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ENTERPRISE CONSULTANCY SERVICES - Slide 51
Billing Process
• CRM Billing transfers billing due list items to billing document items
• Billing documents (for example, invoices, credit memos) are created from items which come from a wide range of CRM business transactions.
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ENTERPRISE CONSULTANCY SERVICES - Slide 52
Output Processing
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ENTERPRISE CONSULTANCY SERVICES - Slide 53
Billing Option: Billing Plans
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ENTERPRISE CONSULTANCY SERVICES - Slide 54
Customizing CRM Billing
• Customizing Organizational Data
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ENTERPRISE CONSULTANCY SERVICES - Slide 55
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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ENTERPRISE CONSULTANCY SERVICES - Slide 56
Architecture Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 57
CRM Server Architecture
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ENTERPRISE CONSULTANCY SERVICES - Slide 58
SAP CRM and SAP Backend Systems
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Underlying Technology QRFC
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SAP CRM: Data Exchange with Laptops
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The CRM Server
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ENTERPRISE CONSULTANCY SERVICES - Slide 62
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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ENTERPRISE CONSULTANCY SERVICES - Slide 63
Introduction
• SAP CRM Server Architecture
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Message Flow Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 65
Message Flow for SAP R/3 Backend
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ENTERPRISE CONSULTANCY SERVICES - Slide 66
Connection: CRM - SAP R/3
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ENTERPRISE CONSULTANCY SERVICES - Slide 67
Site Attributes for R/3 Site
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ENTERPRISE CONSULTANCY SERVICES - Slide 68
Download from ECC to CRM
• Initial R/3 to CRM Load of Customizing Data
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Monitoring the Initial Load: Monitoring tools:. Monitoring Initial Load: R3AM1
. qRFC-Monitoring:
. Outbound Queue Scheduler: SMQSOutbound Queue: SMQ1Inbound Queue Scheduler: SMQRInbound Queue: SMQ2
. BDoc Monitoring:
. BDoc Details: SMW01BDocSummary:SMW02Middleware Trace: SMWTMiddleware Monitoring Cockpit: SMWP
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ENTERPRISE CONSULTANCY SERVICES - Slide 70
Download from ECC to CRM
• Delta Load R/3 to CRM: Data Flow
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ENTERPRISE CONSULTANCY SERVICES - Slide 71
Object Classes
• The object class controls the activation and deactivation of delta loads for groups of Business Adapter Objects.
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ENTERPRISE CONSULTANCY SERVICES - Slide 72
Upload from CRM to ECC
• Initial load CRM to R/3: Data Extract in CRM System
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ENTERPRISE CONSULTANCY SERVICES - Slide 73
Initial load CRM to R/3: Data Flow
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ENTERPRISE CONSULTANCY SERVICES - Slide 74
Delta Load CRM to R/3: Data Flow
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ENTERPRISE CONSULTANCY SERVICES - Slide 75
qRFC: Delta Load CRM to R/3
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ENTERPRISE CONSULTANCY SERVICES - Slide 76
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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ENTERPRISE CONSULTANCY SERVICES - Slide 77
CRM Middleware: Monitoring
• Landscape for Delta Extraction
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ENTERPRISE CONSULTANCY SERVICES - Slide 78
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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ENTERPRISE CONSULTANCY SERVICES - Slide 79
External Interface Adapter (XIF)
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The XIF Adapter: Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 81
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The External Interface Adapter: SOAP/XML
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The External Interface Adapter: IDoc
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ENTERPRISE CONSULTANCY SERVICES - Slide 84
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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ENTERPRISE CONSULTANCY SERVICES - Slide 85
BW Adapter (BWA) Basic Function
• Data Source (A BI term for a collection of raw data fields
• BI Transformations are mapping and cleansing rules for data in route form a RAW format
• The BW adapter (BWA) is called as a part of the messaging flow most of the time
• The main reason for the BW adapter in CRM is to capture delta and prepare it to be retrieved by BI
• The transaction BWA1 allows the review of the meta data, used by the BW adapter
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ENTERPRISE CONSULTANCY SERVICES - Slide 86
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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Overview of the BI (Business Intelligence) Adapter
• Overview of the Groupware Adapter
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Integration Architecture: Groupware Adapter.
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ENTERPRISE CONSULTANCY SERVICES - Slide 89
Groupware Adapter Overview
BW (BI) Adapter Overview
Introduction to CRM Middleware
Data Exchange with ERP Backend
CRM Middleware Operations
Data Exchange with 3rd Party Backend
Agenda
Introduction to CRM WebClient UI
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UI Elements
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UI Element: L-Shape
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Navigation Area: Navigation Bar
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Personalization
• End User Personalization
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Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
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Business Role
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Business Role / Navigation Bar: Terminology
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Technical Profile
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Functional Profiles
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Business Role & Authorization Concept
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ENTERPRISE CONSULTANCY SERVICES - Slide 100
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
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Navigation Bar Customizing
• Navigation Bar: Terminology
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Logical Links
• There are four different types of links that can be integrated to the Navigation Bar
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Transaction Launcher Customizing
• allows to access business transactions directly from the CRM WebClient UI & save agents from logging into multiple systems and repeating data entry.
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Transaction Launcher Types
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Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
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UI Components
• Layers of the CRM WebClient UI
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Visible Model-View-Controller (MVC)
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Generic Interaction Layer and Business Object Layer
• Business Layer
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Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
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UI Configuration
• UI Configuration: Overview
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Design Layer
• The design layer controls field labels in form views, table columns, and in the search criteria of the advanced search.
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Fact Sheet
• The fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources such as business partner master data, statistical and transaction data, derived from SAP CRM, SAP ECC, and SAP NetWeaver BI.
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ENTERPRISE CONSULTANCY SERVICES - Slide 113
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
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Easy Enhancement Workbench
• EEW allows you to enhance business objects in SAP CRM with user-defined fields and tables and distribute them to SAP ECCand the Mobile Client via the CRM Middleware.
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Application Enhancement Tool
• The Application Enhancement Tool has been introduced to enhance CRM applications.
• The Application Enhancement Tool is integrated in the UI Configuration Tool, and can be started in this tool.
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ENTERPRISE CONSULTANCY SERVICES - Slide 116
Component Enhancement Concept
Extensibility Tools
Business Roles
Navigation Bar
Architecture
UI Configuration
Agenda
Case Study
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ENTERPRISE CONSULTANCY SERVICES - Slide 117
Component Enhancement
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ENTERPRISE CONSULTANCY SERVICES - Slide 118
Thank You !