A functional consultant is typically responsible for running workshops, interviewing clients to get requirements, mapping these on to the Software, deciding the best way to customize the solution to meet these requirement keeping the client's future plans in mind.
CRM landscape typically has a minimum of three environments.
Though in a number of cases, there is also the Sandbox Environment, Training Environment and a pre-Production environment all set up as separate physical boxes.
There are several ways to enhance the CRM system. Some of them are:
- Transaction Launcher
You can add external applications to the CRM WebClient User Interface using the transaction launcher and SAP ITS (Internet Transaction Server).
The User Interface, that’s the difference for Winclient dynpro and for Webclient BSP. Since most likely you’re familiar with dynpro’s and the business logic is the same for both UIs I’d recommend for you to attend the Webclient training.
Winclient is using the typical SAPGUI whereas the Webclient is based on BSP developments (standard BSP applications CRM_IC or CRM_IC_AUTO for automotive industry).
Here are some probabilities:
- Project experience? - CRM functional knowledge? Which components?
- Technical knowledge (abap, oss notes implementations, BSP and html knowledge)?
- What are best practice cases? What is the added value? - Show functional experience (e.g. how to create marketing plan, campaign, target groups, and sent out email to existing target group….) and customizing knowledge… (know what is possible, but also the limitations)
- Why IC Webclient instead of IC Winclient? - What about performance of IC Webclient? - What about User interface differences and customer
I suggest you follow existing courses like the:
- CR100: CRM base customizing
- CR600: Marketing and Campaign management
- CR400: IC Winclient - CR410: IC Webclient
If you have access to a CRM system, you will discover the Transaction codes easily!
In the SAP Menu, you can click open the relevant folders, and display the Transaction codes by displaying the technical names. To do so, in the menu: you do “Extras> Settings> Display technical names”.
For Customizing you can check also the relevant paths: Customizing is done via Transaction code SPRO.
Look up function modules via transaction code SE3@Business Add-ins via SE18.
I guess it could depend on your interaction channel. As an example, if you want to show the order status in the ISA web shop, you will need to have the documents replicated to CRM.
It is likely that in your business partner fact sheet, you will want to include an info block that displays sales order history and allows for drill down into the transactions. Open Orders and Orders for the last n months, that kind of thing. If so, I would bring these documents over to CRM.
Use PIDE Track. You can map R/3 to CRM and vice versa.
Other things you can do:
@You can read the ‘Best practices’ for CRM for further familiarity with the subject.
@Try transaction SMOEAC.
If you have installed mobile client with demo database, ID/ PW will be “crmuser/crm”.
But, for an empty database, you have to assign SiteID and create ID/PW using ‘SMOEAC’. Then, try to connect transactions in order to sync the data from CDB to the empty database. From there, you may log on successfully.
Prior to SAP CRM 7.0, the service ticket was the business transaction recommended by SAP for service issues related to the Help Desk in the IC.
However, as of SAP CRM 7.0, SAP introduced a new business object type called the service request, which can be used in the Interaction Center, as well as in other CRM business roles such as the Service Professional role.
New customers should use the service request rather than the service ticket.
Existing customers who are already using the service ticket should migrate to the new service request when possible (although you can still continue to utilize the IC service ticket). In order to facilitate the migration, it may be necessary to create a custom report to handle the conversion of open (pending) service tickets to service requests.
You can maintain condition records in CRM but you will need to IPC for pricing determination.
The answers are provided according to the number they were asked:
@You are indeed working in SAP Netweaver environment. SAP Netweaver is an open platform for integration purposes. In fact, for you as a consultant, you will probably not have much to do with SAP Netweaver, unless you would be doing XI or BW.
You can use CRM as a standalone application or integrated with SAP R/3 and/or BW. Depending on what the customer will be implementing, you will of course have a different system landscape.
@Just do some reading on SAP Netweaver technology. You don’t need to get into real detail. Just check out information on help.sap.com or on service.sap.com. There is a lot of information available.
Service Ticket Management -The service ticket is the most common type of service-related business transaction.
Service tickets are commonly used as the default transaction for logging product defects, bugs, or any other technical issues.
After creating a service ticket as a follow-up transaction to the interaction record, agents can perform technical analysis of problems (using multi-level categorization) and provide solutions within defined service-level agreements (SLAs). If necessary, agents can also dispatch or escalate service tickets to second-level support using pre-defined business rules.
When an interaction record is created the system creates an 'anchor' document flow link (relationship type INTO with object type CRMCICANCH). This differentiates an interaction record from all other Activity Business Objects (BUS2000126).
This additional anchor is used in navigation: when navigating from the interaction history or inbox to an interaction record, the system will use this anchor to determine whether an activity is of type interaction record or not. An interaction record typically has other screens than a normal business activity.
The BW extractor makes also use of this anchor object to differentiate interaction record related statistics from regular business activities.
You can perform modification-free enhancements at predefined positions in code.There you have anchor points or enhancement options, as they are called in the terminology.At these points you can insert your enhancements. You can do this without changing the compilation unit that you are enhancing.The inserted implementations are processed at the appropriate position in the compilation unit, but they are themselves not part of this unit.
The system landscape for CRM or any SAP Module usually looks like this:
A) Development system (here you do all customizing settings and developments).
B) QA (quality assurance system): for end user training and especially for unit testing and integration testing purposes.
C) Productive system.
SAP CRM is for example usually integrated with a backbone SAP R/3 system. Integration in this case happened via the CRM middleware. On both sides (R/3 = plug in and CRM you will have a R/3 adapter).
For integration with BW there exists a BW Adapter. (In the CRM system, SAP delivers by the way standard data sources that can be used by the BW system. They can be activated (content) and replicated to the BW System for data analysis.
If the focus is on native HR functionality requiring process depth within your EIC service offering, then the ERP option is recommended.
Relevant functionalities not yet available with the SAP CRM EIC deployment option include the handling of concurrent employment scenarios employee authentication integration to HR processes and forms.