SAP CRM Middle Ware System Architecture

The software part for customer Relationship Administration consists of a central CRM server and varied extensions to help other ways of accessing the system. It additionally allows for connecting to different systems. Depending on your precise business requirements, not all extensions should be installed or used.The CRM application element is referred to as the CRM part which means the sum of all CRM functionality. CRM system is used when addressing questions of data transfer to and from the central CRM server or installation configuration options.The CRM component can be accessed via the mySAP Workplace by CRM customers comparable to gross sales managers or contact middle agents.

Web customers could configure and order services or products using the Web components of the
CRM utility component.The cellular gross sales power or mobile service engineers can connect to the system from their laptops or pervasive units to alternate the latest information with the CRM component.Lastly, prospects may use the telephone, fax, or electronic mail to succeed in the gross sales or service representatives using the integrated contact middle solutions.

The CRM component helps the handling of CRM business objects, like clients and prospects,actions and alternatives, merchandise and product catalogs in quite so much of application components like Internet Gross sales, Service Interaction Middle, Telesales, Campaign Management and various others.A few of these components want external extensions for communication or integration functions, e.g. an Web Transaction Server (ITS) for the Internet Gross sales part.The middle ware layer mainly supports the managed knowledge exchange with other systems, i.e. mobile shoppers, back end methods and data warehouses. The connections to external methods are established through software program adapters. The adapters map and convert information to varied formats. The CRM application components also alternate knowledge with the middle ware layer through a CRM adapter.The CRM component is constructed on the SAP Basis system, which supplies a confirmed improvement platform, scalability, platform independence, and varied other R/3 tools. Therefore a CRM system could be configured in the same versatile means as an R/3 system.

The Cell Gross sales and Mobile Service elements of CRM assist an organization’s mobile sales drive and cellular service engineers respectively, offering full access to all the necessary knowledge on laptop computer computers. This data is kept updated by common knowledge change using the middle ware component contained on the central CRM Server.CRM Mobile Sales and Service customers carry a full-blown PC application including a local database on their laptops. They connect to the CRM Server now and again via telephone or community to exchange knowledge accumulated and stored in queues at each ends. This connection is established by way of a Communication Station, where DCOM calls from the mobile clients are reworked to RFC calls that go to the CRM Middle ware.

Mobile Shoppers : normally laptops working the Mobile Gross sales/Service application (shopper) software,which can include the Gross sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE).Mobile purchasers usually join quickly (e.g. by way of modem) to the CRM Server for knowledge exchange.They might even be completely connected to the server.

CRM Server / Middle ware : the CRM Server contains the CRM Middle ware, which is the guts of the mobile scenario. It handles communication with the purchasers, data consolidation in the Consolidated Database (CDB), knowledge trade with different programs, administration etc. The CRM Server is built upon an SAP R/3 Basis system.

OLTP R/3: the On-line Transaction Processing system is a normal R/3 system plus a plug-in for data change with the CRM Server. The prefix OLTP distinguishes this R/3 system from the R/3 system upon which the CRM Server is based.

Solid lines: permanent community connections; dotted traces: short-term (e.g. modem) connections.

The Mobile Sales/Service consumer incorporates the whole utility software program wanted for offline information entry and processing, in addition to the Transaction Layer, which is the middle ware element needed for information change and communication with the CRM Server. The transaction layer additionally serves as the interface to the local database.Additional middle ware components on the customer are:
  1. The Connection Service , which handles the precise connection to the CRM Server and calls one or extra switch services.
  2. The Message Switch Service , which handles the information exchange between the client and the CRM Server. Another switch service can be, for instance, a MAPI service
  3. The CRM Server is scalable just like any normal R/3 system. It is built on top of an R/3 Foundation system but as an alternative of the R/3 core applications, it accommodates the CRM online parts, the CRM Middle ware and the Consolidated Database.
  4. The R/3 Foundation system provides SAP basis technology and the ABAP workbench as a improvement surroundings identified to many utility developers.
An important part of it is the replication and realignment service , which ensures that each Cell Gross sales/Service user obtains the information she or he requires. The Consolidated Database (CDB) has a number of benefits like:
Data misplaced on a laptop computer will be reloaded from the CDB.Special CRM data, e.g. exercise or opportunity data, is barely stored in the CDB and not with in the database of the OLTP R/3 system.The efficiency, particularly of the realignment service, depends heavily on the provision of the info on the CRM Server.

The term OnLine Transaction Processing (OLTP) R/3 System is used to inform apart the usual
R/3 system (with, for instance, SD, FI and/or HR) from the R/3 Foundation system underlying the CRM Server.A Plug-in on the OLTP R/3 system permits the communication between SAP R/3 techniques and parts, such as the Business Info Warehouse (BW), Buyer Relationship Administration (CRM) or Superior Planner and Optimizer (APO).

Data Flow

BDoc messages inside the CRM Middle ware are the biggest unit of information that can be handled. They represent the usual format for information alternate between mobile shoppers and the CRM server.Definitions of all BDoc varieties are contained in the BDoc repository.

BAPIs: commonplace R/3 interfaces that enable you to combine third-party software into your R/3 System. They're outlined in the Business Object Repository (BOR) as methods applied to SAP enterprise objects with a goal to perform specific enterprise tasks.The motivation of utilizing BDocs as data container for processing business objects and for transporting them between the CRM Middleware and the mobile clients is you can course of/transport them as one unit, as a substitute of having to process/transport a quantity of individual desk entries.

While you discuss BDocs, it's a should to distinguish between the BDoc type, the BDoc occasion and the BDoc message. A BDoc kind or construction must be outlined for every required business object, e.g. Contact Person, Sales Order etc. It contains all the R/3 table entries that make up the corresponding enterprise object.

A BDoc instance is a concrete example of a given BDoc sort containing all subject values.A BDoc message (or simply BDoc) comprises “modified“ fields only. These embody new fields as well as deleted fields. The distinction between a BDoc message and a BDoc instance is that there is just one BDoc occasion for a Business Object but there might be a quantity of BDoc messages (with their very own Ids) for one BDoc instance. Nonetheless a BDoc occasion is replicated to a mobile consumer using a BDoc message where all fields are filled.

BDoc and IDOC

An Intermediate Doc (IDoc) is a SAP commonplace format for information transfer between systems.IDocs are primarily used for Utility Hyperlink Enabling (ALE) and for Electronic Data Interchange (EDI). They aren't used for processing inside an application.Business Documents (BDocs) are used by the CRM Middle ware to exchange knowledge with mobile clients. Moreover BDocs are the central data construction to course of business objects internally.In distinction to Idocs, for which the inner processing has to be implemented manually, the coding to process BDoc may be generated automatically.

A BDoc type consists of a header and a body.The BDoc header consists of one single knowledge phase, the so-called control segment.The BDoc body consists of a quantity of information segments and of one error segment.The control segment merely incorporates header data, whereas the individual knowledge segments comprise the precise desk entries that make up the corresponding enterprise object.The error section can be used to retailer error information.The Movement Management is a digital machine to process BDoc messages. For each BDoc message the Stream Management calls plenty of services and passes the BDoc message as a parameter to the companies which may be called. Companies are function modules that perform explicit tasks on a BDoc message.Furthermore the Stream Control writes into the flow management log file.

Common services inside the CRM Middle ware:

  1. The R/3 Adapter uploads business objects to the related OLTP R/3 system.
  2. The CRM service exchanges business objects with the CRM on-line components.
  3. The CDB service saves the fields of a BDoc message in the corresponding CDB tables.
  4. The Replication and Realignment service determines whether or not a realignment is critical or not.
If a realignment needs to be performed for a BDoc message, this message is copied into a separate realignment queue for additional processing. If realignment is not required, the websites are determined,where a BDoc message needs to be replicated to.The Outbound Adapter receives the list of sites computed by the Replication and Realignment service and appends the BDoc message to the outbound queues for all websites on that list. Adapters are companies that present connectivity to exterior methods in order to change BDoc messages between the CRM Middle ware and the cell shoppers, the OLTP R/3 system or different systems. The content of the BDoc message may be modified within the following ways.


  1. Information/ field restriction: Some control segments just like the recipient record usually are not delivered to the cellular client.
  2. Mapping: The R/3 Adapter fills up the import fields of OLTP R/3 BAPIs with knowledge coming from a BDoc.
  3. Conversion: Information that's imported from exterior systems through the ASCII Adapter is transformed into BDoc messages before it's delivered to the Circulation Control.
  4. Key completion: A brand new gross sales order is transferred by the R/three Adapter to the OLTP R/3 System.
  5. The BDoc is retained until there's an answer of the OLTP R/3 system. Then the R/three secret's inserted into the existing BDoc and afterwards the BDoc is returned to the Stream Control.
  6. Defaulting: Fields which should be stuffed receive default values.
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