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SAP CRM Creating Web Client Profile

CAP CRM Creating Web Client Profile helps you to deal the business in a effective way and this can be done by creating profiles for each clients with whom who is in contact with corporates and wish to do the business.The Interaction Middle supports all CRM methods, comparable to:
  1. Gross sales: processing of gross sales transactions, opportunities, product proposals
  2. Service: E-mail processing and workflow, solution database, service transactions
  3. Advertising and marketing: Campaigns, call lists, product proposals
In addition, the Interaction Middle supports multi-channel communication:
  1. Telephone: Incoming and outgoing calls, routing, call lists,telephony (CTI) connection
  2. E-mail, fax, SMS
  3. Internet: Inclusion of Web and intranet pages, co-looking, call-me-again, Web telephony
In each the WinClient and WebClient UI, you can control which of these capabilities are utilized by particular person agents, agent groups, or total name centers by assigning individually configured profiles.The IC WebClient is a browser based application. The HTML pages of the WebClient are based mostly on Business Server Web page (BSP) technology. The IC WebClient Framework is a connection between customizing and the enterprise server pages that allows to combine buyer specific program enhancements. An introduction into superior customizing might be dealt with in a separate unit on the last day of the course.

The IMG customizing of the IC WebClient is controlled by the IC WebClient profile which is a list of all of the customizing profiles for the separate WebClient functions. The customizing of profiles for the capabilities of the the IC WebClient might be dealt with in the subsequent unit.The IC WebClient profile is a collection of all capabilities customized within the element profiles for the Web Client.After you may have defined an IC WebClient profile you could assign it to an organizational unit or place of your organizational model.
The ultimate step within the profile configuration and task is to assign the IC profile to an organizational level, both an organizational unit or a position in the Organizational Mannequin (OM).IC profiles can only be assigned to organizational models and positions. Assignment to user degree is not possible.The IC profile stores the Customizing for an agent. It is connected to the agent as an HR infotype. An infotype describes and defines totally different attributes or traits for objects.An IC profile assigned a Organizational unit degree means all agents throughout the organizational unit use the identical IC profile and Position stage means brokers assigned to the identical position use the same IC profile.
Scroll down in the record of infotypes and select IC WebClient profile.Select the Create or Change infotype icon.Within the next screen, use F4 for the sector IC WebClient profile to display a listing of available profiles.Select the required IC WebClient profile and select Enter/Save.

Customizing net client capabilities for sap crm

Usually the customizing of IC Web Client features will be separated into four steps:
  1. First that you must find out which of the profiles is controlling the operate that you simply need to change. In this case, you want to change the buttons which are accessible within the navigation bar. You could create your own navigation bar profile.
  2. Create the new profile by copying an current profile that roughly matches your requirements.
  3. After creating the brand new profile, change the settings of the profile (for example, insert a model new navigation link (=button) into your navigation bar profile).
  4. As a final step, any new profile needs to be assigned to your IC WebClient profile.


The navigation bar gives a vertical line of buttons within the IC WebClient UI that means that you just can navigate to completely different views of the IC WebClient.The navigation bar consists of two different areas:
  1. The usual space administered only by the IMG customizing of the navigation bar profile.
  2. The personalized area that can be customized by any agent utilizing the navigation bar index of their IC WebClient.
The separation of the two areas in addition to the separate button of the navigation bar is controlled in the navigation bar profile.Navigation bar entries can be used to trigger completely different navigation varieties:
  1. Navigation Links trigger the navigation to native IC WebClient views.
  2. Observe: You may find extra data on the technical idea of navigation within the IC WebClient BSPs in unit Software Architecture in this course. (The navigation links delivered by SAP are stored within the BSP utility CRM_IC_RT_REP which is assigned in customizing within the runtime framework profile.Because of this you have to choose the runtime framework profile to have the power to enter a navigation hyperlink through the F4 Help).
  3. Launch Transactions: Launch Transactions can be used to embed non IC WebClient screens into the IC WebClient work area. Examples are SAP GUI transaction from R/3, ERP, CRM programs, PC-UI screens and different web pages. For this purpose you first have to customize the launch transaction .
  4. Class: this is solely relevant if you want to implement your individual logic to discover out the navigation target.

The transaction launcher lets you join any distant CRM ERP or R/3 transaction as well as URLs to a navigation bar. This way distant transactions may be displayed and maintained immediately in the IC WebClient.Any link entry of the navigation bar that's presupposed to call the transaction launcher, wants a navigation bar entry that points to a launch transaction ID. Right here the small print of the transaction to be launched are described: the launch transaction type, the form of object to be referred to as the method (like create, display, change) and possibly parameters to be passed to the transactions. These settings will be configured using the transaction launcher wizard.

New features in transaction launcher and navigation bar customizing with CRM release 5.0:
  1. Transaction Launcher and Navigation Bar customizing is no longer XML based.
  2. There isn't any Transaction launcher profile any more. Thus all Launch Transactions could be known as by any Navigation bar profile.
  3. Different IDs of Navigation links and Launch Transactions might be mapped in Navigation Bar customizing.
  4. Navigation Links can now be built as quickly as and utilized in many Navigation Bar profiles. No have to rebuild the hyperlinks for every profile.
The transaction launcher helps two normal sorts of transactions:
  1. Launching pages of Individuals Centric CRM: Any transaction of People Centric CRM will be built-in into the IC WebClient screen. The Individuals Centric CRM UI is predicated on Business Server Pages (BSP) expertise, just like the IC WebClient. Based mostly on the BSPs, the CRM system can immediately generate HTML views that be built-in into the IC WebClient.
  2. Launching BOR transactions of the CRM system or any remote SAP system: Objects like the CRM enterprise companion, SAP R/3 buyer master or SAP R/three sales order can be known as by BOR transactions.BOR stands for Enterprise Object Repository. It is a listing of all types of business objects that exist in SAP systems. They are often called and integrated as SAP GUI transactions into the IC WebClient. On this case an ITS (Web Transaction Server) is required to translate the SAP GUI dynpros into HTML pages.
  3. New with 5.0 is the option to integrate any BSP or non BSP URL into the IC WebClient via transaction launcher and navigation bar customizing.
New launch transactions do not solely require IMG desk entries but in addition some ABAP code: the so called Handler Class that controls most aspects of the launch transactions.There is a wizard to create new launch transactions that means that you just can make all required settings without having to manually implement the ABAP class coding.In the WebClient commonplace there are three buttons within the navigation bar that navigate to IC WebClient views of CRM business transactions.The interaction file stores all the communication associated knowledge of the telephone call (for example, data like direction (inbound/outbound), standing, end result, free text notes). The identical applies to other communication channels like e-mail or chat communication.

The sales doc can embody quotation and order status and stores all sales items the customer wants to order.The service doc represents the service facet of a telephone call. Here the agent enters data on the client’s product that must be serviced and the service gadgets like hours of restore service and amount of spare parts.The identical concept applies for leads and complaints which are available as native IC WebClient screens as of CRM launch 5.0.The following slide will clarify how the gross sales and repair doc can be related to the interaction report relying on customizing settings of the enterprise transaction profile.


The alert modeler presents vital info to the agent and automates processes to increase agent productivity.Enterprise guidelines (situations and actions) are outlined and assigned utilizing the alert modeler profile wizard.Alerts are displayed within the persistent context space so they're always visible to the agent.Alerts can have hyperlinks that take an agent directly to a relevant screen.

In our instance there are two alerts:
  1. Time to wrap up indicates that the planned name length is exceeded. The hyperlink takes the agent to the interaction record to wrap up the interplay data and finish the call.
  2. The opposite message notifies the agent that the knowledge search has decided two solutions for the customer’s problem. The link navigates to the information search to display the solutions.Alerts are controlled by customizing settings of alerts that are assigned to the alert modeler profile.
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