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SAP CRM Middle ware overview

mySAP CRM contains all CRM features and incorporates not solely CRM parts but additionally the SAP Business Data Warehouse (SAP BW), the SAP Superior Planner and Optimizer (SAP APO) and SAP R/3.mySAP Buyer Relationship Administration (CRM), which is part of the mySAP Enterprise Suite, features a central CRM server, which supplies access to the system by approach of numerous channels, and connection to different systems. It helps the next capabilities:

  1. Interplay Heart: The integrated Interaction Center allows customers to use cellphone, fax, or e-mail to contact gross sales or service representatives.
  2. Internet access: Customers can configure and order services or products using the Internet components of mySAP CRM.
  3. Cell shoppers and handheld gadgets: The cell gross sales drive or cell service engineers can connect to the SAP CRM system from their laptop computer systems or other cell devices to alternate the most recent information with the central CRM server.
The mySAP CRM solution presents you the following fully integrated connections:
  1. The SAP CRM system as a central CRM server with its software elements
  2. SAP R/3 as a back-end system with confirmed ERP features
  3. The SAP BW system as a data warehouse solution with comprehensive statistical and analysis possibilities
  4. The SAP APO system as a worldwide Obtainable-to-Promise (ATP) check and demand planning solution
  5. The SAP Enterprise Portal as a instrument that provides you with integrated access to all programs
The CRM enterprise with the CRM middle ware and CRM functions is at the core of the SAP CRM system landscape. It takes benefit of all the advantages of the SAP Internet Utility Server, including load balancing, excessive availability, integration, and security. The CRM server can run as a stand-alone answer or with various back-finish systems. If SAP R/three is the back-end system, solely a plug-in is needed to deal with information trade with the SAP CRM server. CRM middle ware handles data trade with third-social gathering systems.

mySAP CRM supports skinny purchasers for user access. All related functions are accessible in a normal browser, without extra software set up on the consumer side. You can too use SAP GUI for Windows.mySAP CRM helps two kinds of cellular scenarios: laptop computers and handheld devices. Laptops make use of the solutions for mobile sales and cellular service, which are synchronized through the CRM middle ware with the SAP CRM server applications. Handheld options may be accessed in online or offline mode.mySAP CRM is built-in with numerous different SAP solutions. For instance, SAP Enterprise Data Warehouse will increase the value of every CRM installation with reporting and information warehousing instruments for analytical CRM. Environment friendly advertising planning and accurate ROI calculations are nice advantages.It's also built-in with the SAP Advanced Planner and Optimizer (SAP APO), which allows service to the shopper alongside the whole supply chain. Fast accessible-to-promise (ATP) checks for configurable and non-configurable merchandise, manufacturing on demand, and supply in time help satisfy customer needs.

The exchange of information between SAP CRM and other parts, equivalent to SAP BW and ERP
back-end methods, happens over the CRM middle ware.The CRM Server contains the CRM middle ware, which handles the info change with inner functions and exterior main parts, such as an SAP R/three techniques used as the back-finish, an SAP Business Info Warehouse or non-SAP systems. The CRM middle ware also synchronizes the databases of mobile purchasers with the CRM database. The CRM Server is built on the SAP Internet Software Server (previously known as the SAP R/3 Basis).Mobile shoppers are often laptop computer systems working the Cellular Gross sales/Service application, which can embody the Sales Configuration Engine (SCE) and the Gross sales Pricing Engine (SPE). Cell purchasers sometimes join quickly (for instance, through modem) to the CRM Server for information exchange. They might also be completely related to the server. The cellular clients are connected to the CRM Server through the communication station.

The SAP R/three Again-Finish is a normal SAP R/3 again-end with an R/3 Plug-In for knowledge trade with the CRM Server. SAP BW, the SAP Enterprise Info Warehouse, is the SAP data warehouse solution.The CRM middleware can alternate messages with non-SAP ERP systems by manner of commonplace interfaces, for instance, XML - SOAP.The stable lines point out permanent community connections; the dotted lines indicate temporary (for instance, modem) connections. External programs may additionally be linked with one another as depicted here between an SAP R/three again-end and an SAP BW system, or with further systems.

The information change in a CRM system landscape can embrace the following:
  1. The initial load of customizing data and business information, comparable to buyer and product information,from an SAP R/three system to a CRM system or different systems.
  2. The load of changed customizing knowledge or business information (synchronization load and delta load,respectively) to the CRM Server.
  3. Customizing and enterprise knowledge could additionally be distributed further to the cell purchasers, which in flip synchronize sales or service orders, actions or contacts with the CRM Server.
  4. CRM enterprise information is extracted to an SAP BW system. The BW analyses in the type of Solution Workbooks are exchanged with cellular clients.
The info alternate between the CRM Middle ware and exterior programs is performed by manner of adapters. The adapters map and convert knowledge between varied formats.The CRM system helps the handling of CRM enterprise objects, comparable to clients and prospects, actions and opportunities, merchandise and product catalogs, in several CRM functional areas equivalent to Internet Gross sales, Service Interplay Middle, Telesales, and Marketing campaign Management. The CRM Server applications trade knowledge with the CRM middleware via the CRM Adapter.The SAP Net Software Server is the successor of the SAP Foundation system. Enterprise Doc (BDoc) messages are used for knowledge exchange and information processing within a CRM system setting (enterprise documents process and transport enterprise objects as one unit).

Synchronization BDocs deal with data synchronization with mobile shoppers; messaging BDocs are used for messaging between major elements corresponding to SAP R/three and SAP CRM. Load objects may be exchanged between a source system and a goal system, for instance, between an SAP R/three system and the CRM Server. Examples are business companion master information, orders, and product grasp data. Load objects are stored within the SMOFOBJECT table. Load objects are grouped as follows:
  1. Enterprise objects
  2. Customizing objects
  3. Condition objects
What objects are loaded to what goal systems will depend on the business process and has been outlined for every application. Generally, preliminary loads and delta loads might be performed from SAP R/3 to CRM and vice versa (and CRM to CDB in case of a cellular scenario). Nonetheless, circumstances will be loaded only from SAP R/3 to CRM. Gross sales orders will often be loaded from CRM to SAP R/3 for additional execution. Load objects might be exchanged between a supply system and a target system, for instance, between an SAP R/3 again-end and the CRM Server. Examples are enterprise partner grasp knowledge, orders and product grasp data. The load objects are stored in the SMOFOBJECT table. They're grouped as follows:
  1. Business objects
  2. Customizing objects
  3. Situation objects
Which objects are loaded to which goal programs depends on the business process and should be outlined for each application. Generally, preliminary masses and delta hundreds could be carried out from SAP R/3 to CRM and vice versa (and CRM to CDB in case of a cell scenario). Examples:
  1. Situations will be loaded solely from the SAP R/3 back-finish to the CRM Server.
  2. Sales orders will normally be loaded from CRM to SAP R/three for additional execution. There isn't a initial load, solely a delta load.
  3. The delta load from the CRM Server to the SAP R/three again-finish is maintained by assigning SAP R/3 websites to subscriptions.
In certain cases, you need instruments to appropriate data inconsistency.Solution Manager: Data Integrity Manager: more info on one of many subsequent slides- Requests: If you occur to already know where the inconsistencies are you can use a request. The request masses chosen information (enterprise, customizing data and situations) from an R/3 Back-End to the CRM
Database or vice versa. Note that the Request of objects from the CRM Database to an R/3 Back-Finish is not supported for all objects. The transactions to define and begin a request are R3AR2 and R3AR4, respectively .

All SAP R/3 releases (3.1I and later) are supported in official maintenance.There are predefined mappings of customizing tables between SAP R/3 and SAP CRM, together with prices and conditions.Detailed monitoring of customizing differences between SAP CRM and SAP R/3 is possible.Preliminary load of customizing from SAP R/3 to SAP CRM and vice versa is possible.Bidirectional delta customizing distribution of associated customizing from SAP R/3 to SAP CRM and vice versa is possible.Synchronization objects will be grouped flexibly. Middle ware load could be decreased by optimizing customizing obtain for model new installations as an alternative of utilizing CRM middle ware.No direct transports of changed customizing across productive methods with CRM middleware required.

With the Knowledge Integrity Manager (DIMa), you can detect and repair inconsistencies between objects throughout components inside the SAP CRM system landscape.An SAP CRM system landscape often consists of multiple database. Every SAP CRM system has a CRM database. In most cases information alternate with a number of SAP R/3 back-end techniques is necessary. A consolidated database is the idea for information trade with cell clients. It is rather essential to keep the objects within the completely different databases or datasets synchronized.The Information Integrity Supervisor compares information in numerous elements and displays inconsistencies. The data comparisons are at all times carried out for the CRM database and an R/3 again-finish database, and the CRM database and the consolidated database.

For rather a lot of objects, it is usually attainable to synchronize the info via the Data Integrity Manager.There are two compare varieties obtainable in the Data Integrity Manager: header evaluate and element compare.A header evaluate checks if an object occasion exists in both databases.A detail evaluate compares all knowledge of an object instance present in both databases.Some objects might not enable a header compare. The detail examine is then carried out.The replication administration and the BDoc modeling are performed on the CRM Server. Monitoring instruments on the CRM Server, the Communication Station, the cellular shoppers and involved different programs (for instance, an SAP R/3 system) allow you to take action by viewing and analyzing the following:
  1. The load object status
  2. the BDoc standing
  3. The inbound and outbound queues
  4. The connections (connection check, tRFC monitoring)
  5. The system performance
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