1 Understanding the Basic Architecture of SAP CRM

25

1.1 Defining Customer Relationship Management

25

1.1.1 Sales

28

1.1.2 Service

31

1.1.3 Marketing

32

1.1.4 E-Commerce

34

1.1.5 Interaction Center

34

1.2 Reasons for a Separate SAP CRM System

35

1.2.1 Performance

35

1.2.2 Development Cycles

36

1.2.3 Mobility

36

1.2.4 Non-SAP Systems

37

1.2.5 Target User Base

38

1.3 Technical Landscape of SAP CRM

38

1.3.1 System Components

39

1.3.2 User Interface

41

1.3.3 Recommended Landscape

44

1.3.4 SAP CRM Middleware

45

1.3.5 Data Model

47

1.3.6 Development Tools

47

1.3.7 Reporting

49

1.3.8 Supporting SAP CRM

50

1.4 Summary

51

2 The SAP CRM Data Model

53

2.1 Data Model Background

53

2.1.1 SAP ERP Data Model for Sales

54

2.1.2 Segments and Tables

54

2.1.3 Major Objects of the SAP CRM Data Model

55

2.2 Business Partners

55

2.2.1 Business Definition

55

2.2.2 Technical Definition

56

2.3 Products

69

2.3.1 Business Definition

70

2.3.2 Technical Definition

70

2.4 One Order: SAP Business Transaction

77

2.4.1 General Design

78

2.4.2 Programming with One Order

85

2.5 Marketing Attributes

94

2.5.1 Business Definition

94

2.5.2 Technical Definition

95

2.5.3 API Function Modules

102

2.6 Summary

103

3 Data Model Extension Techniques

105

3.1 Easy Enhancement Workbench

105

3.1.1 Add a New Field

106

3.1.2 Create an Extension

109

3.1.3 Specify New Fields to Be Added

112

3.2 Application Enhancement Tool

118

3.2.1 Launching the AET

119

3.2.2 Adding a New Field

119

3.2.3 Adding a New Table

127

3.2.4 Conclusion

137

3.3 Manual Enhancements: Don’t Try This at Home

137

3.4 Marketing Attributes

138

3.4.1 Creating New Marketing Attribute Sets

138

3.4.2 Create a New Attribute or Choose an Existing Attribute

139

3.5 Product Master Attribute Sets

144

3.5.1 Create a New Attribute for a Product

144

3.5.2 Create a New Set Type

147

3.5.3 Assign the Set Type to a Product Category

150

3.6 Summary

154

4 Business Transaction Event Framework

155

4.1 Introduction to the Business Transaction Event Framework

156

4.2 The Three Main Components of the Business Transaction Event Framework

157

4.2.1 Customizing Data

157

4.2.2 Framework Code

171

4.2.3 Event Handlers

174

4.3 Standard Delivered Events

176

4.3.1 Review Business Transaction Event Framework Customizing

177

4.3.2 Review Logic

177

4.3.3 Business Object Categories for Transactions

178

4.3.4 Code Field Updates

179

4.3.5 List SAP-Delivered Event Handlers

180

4.4 Event Trace

181

4.4.1 Prerequisites

182

4.4.2 Review the Trace

182

4.5 Creating an Event Module

185

4.5.1 Determining the Correct Event

186

4.5.2 Creating the Function Group

187

4.5.3 Building the Function Module

190

4.5.4 Common Code Structure

194

4.5.5 Registering the Function Module

196

4.6 Summary

200

5 Data Extraction and Loading with the XIF Adapter

201

5.1 Introduction to the XIF Adapter

201

5.1.1 Design Benefits

202

5.1.2 Structure of an XIF Remote-Enabled Function Module (RFC)

202

5.1.3 Finding an XIF Module

203

5.2 Loading Data via the XIF Adapter and the Legacy System Migration Workbench

204

5.2.1 Identifying the Target XIF Adapter

205

5.2.2 Creating a New LSMW Data Conversion Project

205

5.2.3 Setting Up the LSMW for Inbound IDoc Processing

207

5.2.4 Mapping the Flat File in LSMW

214

5.2.5 Running the Conversion Programs

223

5.2.6 Troubleshooting the Conversion Program

223

5.3 Loading Data via XIF and Custom Code

225

5.3.1 Required Data Segments

226

5.3.2 Putting It All Together

229

5.3.3 Example: Creating a Product

233

5.3.4 Example: Creating a Business Partner

236

5.4 Extracting Data via the XIF Adapter

238

5.4.1 Create a Logical System

239

5.4.2 Create Receiver Port

240

5.4.3 Create Partner Profile

241

5.4.4 Create an XIF Adapter Site

242

5.5 Summary

243

6 The Post Processing Framework: Output and Actions

245

6.1 Introduction to the Post Processing Framework (PPF)

245

6.2 Customizing

247

6.2.1 Standard Delivered Action Profiles

247

6.2.2 Actions

249

6.2.3 Condition Configuration for Actions

259

6.2.4 Creating a New Action Profile

267

6.2.5 Assigning the Profile to a Business Transaction

272

6.3 Action Scheduling

272

6.4 Using Actions for Nonoutput Tasks

278

6.4.1 Standard Delivered Method Calls

279

6.4.2 Creating a New Method Call

279

6.4.3 Implementing the IF_EX_EXEC_METHODCALL_PFF Interface

283

6.4.4 Method Action Customizing

285

6.5 Summary

290

7 Common Enhancement Requests in Sales and Service

293

7.1 Requiring Fields in a Business Transaction

294

7.1.1 Business Scenario

295

7.1.2 Incompletion Procedure

295

7.1.3 Using Segment BAdIs

301

7.1.4 ORDER_SAVE BAdI

307

7.2 Defaulting Values in a Business Transaction

313

7.2.1 Business Scenario

313

7.2.2 Segment BAdI

313

7.2.3 Business Transaction Events

315

7.3 Custom Date Rules

317

7.3.1 Business Scenario

317

7.3.2 Create New Date Rule

318

7.3.3 Store the Result

322

7.4 Partner Determination Access Rules

327

7.4.1 Business Scenario

328

7.4.2 Configuration Only Method

328

7.4.3 Configuration and BAdI Implementation Method

338

7.5 Organization Model Access Rules

340

7.5.1 Standard Delivered Rules

341

7.5.2 Creating a Custom Rule

342

7.6 Summary

347

8 Common Enhancement Requests in Marketing

349

8.1 External List Management BAdI

350

8.1.1 BAdI Overview

350

8.1.2 Method CREATE_BUSINESS_TRANSACTIONS

351

8.1.3 Method CREATE_BUSINESS_PARTNERS

364

8.2 Open Channel BAdI for Campaign Execution

365

8.2.1 Campaign Customizing for Open Channel Use

366

8.2.2 Implementing the Open Channel BAdI

368

8.2.3 Testing the BAdI

373

8.3 Summary

377

9 Common Enhancements in Analytics and Reporting

379

9.1 SAP NetWeaver BW Data Source Enhancements via BAdIs

380

9.1.1 Enhance the Data Source Structure

381

9.1.2 Extractor Program Logic

385

9.2 Interactive Reporting Enhancements

393

9.3 Displaying Custom Reports Using the Transaction Launcher

396

9.3.1 Setting Up the SAP GUI for HTML

397

9.3.2 Defining the URL for the SAP Web Client

397

9.3.3 Configuring the Transaction Launcher

398

9.4 Summary

406

10 When All Else Fails

407

10.1 Implicit Enhancements

407

10.1.1 Create an Implicit Enhancement

408

10.1.2 Common Uses of Implicit Enhancements

409

10.1.3 Upgrades

413

10.2 Core Modifications

414

10.3 Community Resources

416

10.3.1 SAP Community Network

416

10.3.2 SAP User Groups

421

10.3.3 Social Media

422

10.4 Summary

423

Appendices

425

A Common Mistakes When Setting Up an SAP CRM Development System

425

B The Author

429