Archive for the ‘SAP CRM’ Category
SAP CRM service functionality enables you to manage your service cycles, starting with managing service contracts and warranties, through service requests to service orders, complaints, returns and service confirmations. This post describes a typical service process in SAP CRM from receiving customer incoming call to billing the customer for the service performed.
1. Service Interaction Center
The service agent receives the customer call. The customer can automatically identified using the phone number. The service agent can also use search function to identify customers in the system. Then agent chooses the corresponding insalled base component according to the conversation. After completing the account identification, all the following business transactions are based on theses selected information.
If agent decides a service technician must check the issue on-site, he creates a service order.
Question: When I look at conditions on the line item, press ‘Access’ button, I get the message ‘No price determination analysis available’. How can I analysis price determination in CRM?
Answer: Go to SU01. Enter your user id. Click parameter tab, add parameter ‘PRC_TRACE’ and value ‘X’. This will solve your problem.
Here I listed some useful BADIs for CRM web channel development, especially for b2b applications. All the function modules for web channel one order functionality is located in function group CRM_ISALES_ORDER(CRM Internet Sales Basket & Order).
This function group contains all the function modules for crm basket. It contains all the basket/order related data at runtime in the memory. Each time, user choose update or simulate button at frontend. The order will be save to the backend and rebuild it in the java side.
In CRM Web Channel, there are several enhancement concept. One of the most tricky one is function module listener. Using function module listener concept, you can intercept function calls to the SAP system. A Java listener can be registered and is notified before and after calling a function module. You can use this listener to manipulate input/output parameters. You also have access to the Backend Context.
The Easy Enhancement Workbench is a development tool with which SAP applications (called Business Objects in the following document) can be extended in a simple manner. Customer enhancements to a Business Object are defined via wizards. The Workbench then does all development work for the user: database tables, screens and application logic are created automatically. Finally the customer enhancement is included in the SAP standard. This post will show you how to enhance SAP business transaction step by step.
The event handler is a standard tool in the processing of a business transaction, for communication between the different objects that influence each other. It is used to call function modules, named callbacks that are accessed when triggering an event at a certain time.Lots of SAP standard functionalities are implemented using SAP CRM event handler.
Use transaction code: CRMV_EVENT to view or create event handler.
SAP product names always make me confused. I have been working on ECO for ERP and CRM for about one yeaer. But I still confused by it’s offical name in differernt document. Finally, I found an SAP note 817119 to clarify my question. Below is cited from the SAP note.
SAP Internet Pricing and Configurator (SAP IPC) is used in numerous SAP applications to configure products through the Internet. SAP IPC belongs, technically speaking, to SAP Customer Relationship Management (SAP CRM), but it can also be installed separately on its own database (“standalone”).
In SAP CRM development, we do not need to direct access the database table, but for the performance purpose, we need to get data directly from the underlying database table. Below is the list of some important tables in SAP CRM.
