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CR500_EN_BBPCRM310_Col22_FV_251104.pdf

December 2, 2017 | Author: Ayan Banerjee | Category: Sap Se, Customer Relationship Management, C (Programming Language), Server (Computing), Replication (Computing)
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Short Description

SAP CRM Middleware...

Description

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Material number 5005 5032

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BBPCRM 310 R/3 Release 620

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Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation.

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IBM®, DB2®, OS/2®, DB2/6000®, Parallel Sysplex®, MVS/ESA®, RS/6000®, AIX®, S/390®, AS/400®, OS/390®, and OS/400® are registered trademarks of IBM Corporation.

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ORACLE® is a registered trademark of ORACLE Corporation.

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INFORMIX®-OnLine for SAP and INFORMIX® Dynamic ServerTM are registered trademarks of Informix Software Incorporated.

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JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

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SAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.com are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies.

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Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

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To put this course into the general SAP CRM context, an overall understanding of the CRM SAP landscape is necessary. The CR010 course provides this overview.

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Depending on your involvement in CRM and on your scenario, further background knowledge may be helpful. The SAP CRM curriculum provides many courses for the various scenarios.

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General understanding of CRM and basic Windows NT and R/3 knowledge is essential for this course.

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Some applications like the Interaction Center, Internet Sales or Marketing run on the CRM Server. These applications are called the &506HUYHU$SSOLFDWLRQV.

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The CRM Server may be accessed via various communication channels, such as: é The CRM Server Applications can be accessed via the mySAP Workplace by CRM users such as sales managers or contact center agents. é Internet users may configure and order products or services using the Internet components of the CRM application component. é The mobile sales force or mobile service engineers can connect to the system from their laptops or pervasive devices to exchange the latest information with the CRM Server Application. é Finally, customers may use the phone, fax, or email to reach the sales or service representatives using the integrated contact center solutions.

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CRM Mobile Sales and Service users carry a full-blown PC application including a local database on their laptops. They connect to the CRM Server from time to time via phone or network to exchange data accumulated and stored in queues at both ends. This connection is established via a Communication Station, where DCOM calls from the mobile clients are transformed to RFC calls that go to the CRM Middleware.

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The Mobile Sales and Mobile Service Applications of mySAP CRM support a company’s mobile sales force and mobile service engineers respectively, providing full access to all the necessary data on laptop computers. This data is kept up-to-date by regular data exchange using the middleware component contained on the central CRM Server.

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6$35%DFN(QG: it is a standard SAP R/3 Back-End with an 53OXJ,Q for data exchange with the CRM Server.

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1RQ6$36\VWHPV: the CRM Middleware can exchange messages with non-SAP ERP systems via standard interfaces, e.g., XML – SOAP.

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Solid lines: permanent network connections; dotted lines: temporary (e.g., modem) connections. External systems may also be linked with each other as depicted here between an SAP R/3 Back-End and a BW System or with additional systems not shown.

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&506HUYHU: The CRM Server contains the CRM Middleware, which handles the data exchange with internal applications and external major components, such as an SAP R/3 Back-End, an SAP Business Information Warehouse or non-SAP systems. The CRM Middleware also synchronizes the databases of Mobile Clients with the CRM database. The CRM Server is built upon the SAP Web Application Server, formerly known as the SAP R/3 Basis.

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The CRM System supports the handling of &50EXVLQHVVREMHFWV, like customers and prospects, activities and opportunities, products and product catalogs in a variety of CRM components like Internet Sales, Service Interaction Center, Telesales, Campaign Management and various others. The CRM Server Applications exchange data with the CRM Middleware via the &50$GDSWHU. The 6$3:HE$SSOLFDWLRQ6HUYHU is the successor of the SAP Basis System. The kernel release used with CRM 3.0 is 6.10.

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é Is an SAP Product. It uses proven technologies for the data exchange in an ABAP environment and offers a future-oriented approach in terms of linking a CRM System to any other ERP system (exchange of XML-based messages).

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The main parts of the CRM Middleware provide the following functionality:

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The &506HUYHU is scalable, since it is based on a SAP Web Application Server (formerly: SAP Basis System). The SAP Web Application Serverprovides SAP basis technology and the ABAP workbench as a development environment known to many application developers.

é Replication and realignment service, which ensures that Mobile Clients or external systems obtain the data they require and é Data exchange and mapping.

CR500

2-19

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é Data queuing and transport,

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Further middleware components on the mobile client are: é The &RQQHFWLRQ6HUYLFH, which handles the actual connection to the CRM Server and calls one or more transfer services. é The 0HVVDJH7UDQVIHU6HUYLFH handles the data exchange between the client and the CRM Server. Another transfer service can be, for example, a MAPI service (Microsoft Messaging Application Programming Interface).

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For more information about the mobile client refer to the courses CR200 (Mobile Sales) or CR210 (Mobile Service).

© SAP AG

CR500

2-20

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The CRM Mobile Application consists of three layers: the 8VHU,QWHUIDFH/D\HU (UI), the %XVLQHVV 2EMHFW/D\HU (BOL) and the %'RF/D\HU (BL). The UI layer and the BOL layer may be enhanced using the 0RELOH$SSOLFDWLRQ6WXGLR (MAS). The BDoc Layer is the middleware component needed for data synchronization with the CRM Server. The BDoc layer also serves as the interface to the local database. For more information about the MAS refer to the CR310 course.

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The data exchange via the CRM Middleware requires that an 53OXJ,Q is installed on the SAP R/3 System.

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é Receive business data for further execution (currently primarily with mySAP Financials and mySAP SCM for accounting and logistics execution) n

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7KHUHSOLFDWLRQPRGHO consists of Publications and Replication Objects. Replication Objects are covered in the course CR540 CRM Middleware for Mobile Scenarios. For more information on Publications see unit Replication Administration.

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The data distribution is controlled via a Publisher-Subscriber principle. The key idea is to offer messages grouped according to their business content, e.g. all Business Partners from a certain country and whose ZIP code lies within a certain range. Such offerings are called 3XEOLFDWLRQV. It is possible to select specific business object data contained in a Publication by providing specific values for those fields, e.g. all Business Partners in Denver (ZIP code between 80200 and 80299) in the United States (country code = US). Such selections are called 6XEVFULSWLRQV. The data distribution can then be controlled by assigning receiver systems to subscriptions.

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Data from SAP R/3 Back-Ends and other systems are received via %$3,;0/62$3,'RFVRU $6&,,ILOHV. Data in form of BAPI, XML documents or IDocs is mapped to BDoc messages for further processing and distribution.

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CR500

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%'RFPHVVDJHV are filled data container that are used for data processing on the CRM Server and for the data exchange between the CRM Server and the Mobile Clients.

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For CRM Business Connector communication IDocs should be used: An IDoc transfer is quicker in comparison to SOAP/XML because the IDoc document contains no metadata information (tags) unlike an XML document, and therefore the size of document sent down the line is substantially smaller in comparison.

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6-8

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IDocs can be used to send messages to the Business Connector where an IDoc XML document will be established and mapped into other XML Schemata such as Rosetta Net, xCBL or customer‘s own schemata.

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IDocs can be used to send messages to a flat file.

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IDocs can be used to send messages to an ALE converter, where IDocs are mapped into standardized message formats (EDI communication).

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IDocs can be used to send messages to an ALE Messaging System. In contrast to an ALE converter the message handler will not perform any conversion or mapping but instead receives IDocs and sends them to applications for processing.

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IDocs can be used to send messages to an EDI Sub-System. In contrast to an ALE converter the EDISub-System does not use direct program-to-program communication for transferring IDocs.

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CR500

6-9

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More detailed overview of IDoc Processing.

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