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7. Backup and Recovery

8. High Availability

3. Communication Basics

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UCF020: CRM Technology Training Chapter 1: Basic Concepts - page 1


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Basic Concepts

. Active Global Support - CRM Technology

[ Chapter 1 ]



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IWhy CRM?CRM Business Scenario and their SAP LandscapeMobile Scenario

SAP CRM Technology ComponentsCRM ServerOLTP Rl3 Backend System, APO, BW

Internet Pricing ConfiguratorComponents for Field Sales I Service

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Task

Customer

IRINGRelationshipManagement REtAI

Contact Channel

Interaction Center Internet



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Service

> - A business transaction in CRM maps a business event such as a sales order, service order,activity (for example, a telephone call), or an opportunity.> - For individual tasks such as marketing, sales and service there are various task-relevantbusiness transactions for each phase:Leads may be appointed in the marketing phase, for example; and opportunities,contractsand sales orders in the sales and distribution processing phase. Activities such as telephonecalls and customer sales calls can be employed in all phases.

~ Contracts in CRM are also based on the concept of business transactions. Presently contracttypes have been implemented for Sales (quantity and value contracts) and service contracts.> - If you receive customer complaints concerning products delivered or services rendered youcan also employ special business transactions for complaint processing (for example, forreturns).



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Transaction type, in which information onpartner sales activity in the customerengagement lifecycle is entered . Activities are subdivided into businessactivities and tasks.

~ An activity is a transaction type used to record information resulting from interaction betweenbusiness partners, undertaken at any time during the customer relationship life cycle.~ Activities can be planned, tracked, documented, or administered by a user or user group.~ Activities are subdivided into business activities and tasks.

A business activity is an.activity type that contains data on an interaction with a businesspartner at a specific time.A task is an activity type that contains information on which activities have to be carriedout by one or more employees by a specific date.

~ The Activity Manager is an important component of CRM and manages all activities companyemployees may have contributed to. The data stored in an activity is an important source ofinformation that must be accessible to all relevant employees.

~ Activities can be linked to the Business Warehouse (BW) for management reporting needs.~ Examples of activities are telephone calls, customer visits, preparatory tasks, or privatereminders.



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~ You can access activities in different ways in the CRM System:directly in the Business or Application Workplace orfrom a CRM scenario e.g. in Call Center or Mobile Client

~ The Activity Monitor enables you to call a list of all activities created in the system accordingto various criteria. The Activity Monitor contains three selection variants:my unfinished activitiesUnfinished activities in my departmentUnfinished activit ies by my colleagues

~ Within the activity you can define information such as category (visit, telephone call, e-mail),priority, status (open, in process, finished) or the objective (to arouse interest, customerservice).~ Activities can be created and changed in the calendar. The calendar can be synchronizedwith MS Outlook.~ Activities can be created in CRM Online as well as in the Mobile sales application. Activitiesare exchanged between systems via Middleware so you always have the latest informationon your activities.


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:lit, il:il{.: f{ {.:"/~ l t.J/ephutu J)~{.:ii(ior~_~ ({(ll

Oppbrtunity

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);> Lead Management serves to automate advance sales activities and thereby create freedomfor Sales to concentrate on promising prospects and opportunities.); > Leads are business transactions created and managed in Marketing.); > The Lead Management process consists of the following phases:

Lead generation:Lead generation can take place on the basis of inbound or outbound business activities withbusiness partners.Lead qualification:Lead qualification is an iterative and interactive process that can be processed a number of timesin a lead during a specific period of time. So long as the Lead has reached a specific qualificationlevel (for example, Hot), it can be changed into an opportunity and be transferred to Sales forfurther processing.Lead reporting:Strategic reporting functions are available to Lead Management and upper management levels toenable the Lead degree of success to be measured.

Note: Use of Lead Management is optional.

UCF020; CRM Technology Training Chapter 1; Basic Concepts - page 8


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)0 > Opportunity Management is the editing process for opportunities. The aim is to generate asmany orders as possible within an optimized sales process. Sales processes become moretransparent by using Opportunity Management, and can be monitored and evaluated moreeffici ently.~ Using Opportunity Management is particularly worthwhile when:

A large number of sales employees are activeHigh-value sales orders are placedSales cycles stretch over a long period of time

> - An Opportunity passes through a sales cycle that is marked by different phases. A Phase is asection of the sales cycle (for example, identification, qualification), in which specific activitiesare executed.~ Sales cycles and the phases in a sales cycle can be defined according to company-specificrequirements (for example, different sales cycles and phases for new customer business asopposed to existing customer business).> - Opportunities can serve as a central shell for the entire sales process, from which activities,quotations, contracts and tasks can result.

UCF020: CRM Technology Training Chapter 1 : Basic Concepts - page 9


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UCF020: CRM Technology Training

> - Contracts are used to increase customer loyalty.> - A contract is an outline agreement that permits the customer to access products or servicesunder specific conditions agreed in advance, such as lower prices.> - The following contract types are supported at present in the CRM System:

Sales contracts (quantity - or value contracts)Service ContractsLeasing contracts (available for test purposes only)

> - Functions such as date management, promotions, terms of payment and cancellation rulesare used within the framework of working with contracts.

> - Products in a contract can be called per sales order via CRM Online and Internet Sales.> - A callable product can be defined as an individual callable product, a product selection or aproduct category for a contract item.> Start and end dates as well as contract terms can be controlled using data profiles.

Chapter 1: Basic Concepts - page 11


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Complaints and returns can be entered in the CRM System for goods or services rejected bythe customer as part of complaints processing. Complaints processing is integrated with the service and sales transactions. It is possible tostore complaint or returns documents as follow-up documents and thereby transfer data fromthe relevant previous document. A variety of follow-up processes can be triggered using actions as part of the complaintsprocess. These can be items such as credit- or debit memo request items, or also documentssuch as activities or documents in the Rl3 System (for example, repair contracts).

A complaint can lead to a return. Only items with the product type Material can containreturns. Credit memo items, return items and replacement delivery items can be createdwithin the return.For credit memo items within a return a data transfer takes place into the R/3 so laong asexternal billing was selected (you can decide whether the credit memo should be generatedusing CRM Billing or be created in the Rl3 System). For substitute delivery items the goodsissue document is created in the R /3 System.

You have the possibility to create statistics for evaluation purposes by means of integrationwith the SAP Business Information Warehouse.



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UCF020; CRM Technology Training

WhyCRM?CRM Business Scenario and their SAP LandscapeI Mobile Scenario ISAP CRM Technology Components:lt~ CRM Server

OLTP Rl3 Backend System, APO, BWInternet Pricing ConfiguratorComponents for Field Sales I Service



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Application Components Mobile Sales Mobile Service local Database in SQl-Format Components for Data Transfer

E-Mail-Service (MS Outlook or LotusNotes)

> - The appropriate application (Mobile Sales I Mobile Service) is installed on the laptop. Itaccesses a local database that provides the required information (business partner, products,sales documents, and so on). Necessary components are available in order to execute theexchange of data with the central server> - Data exchange is possible between the Mobile Client and MS Outlook I Lotus Notes (contactaddresses, dates)> - Documents can be created and reports displayed using Office Products, for example orderconfirmation with MS Word, MS Excel

il;;l~bas. Office Package

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Business Partner & Contact Person

Reporting & Analysis .. ...... fJtiliJ . ; ; J J f I ... . . .

o

Activities & Cslender

Products & Services

> - Activities & Calendar - Appointments and Tasks can be viewed using an interactive calendar> - Infocenter - Information that is distributed from a central point to field sales employees isaccessible here (for example, internal company information)> - Campaigns - Sales campaigns can be triggered, executed and tracked from here> - Contracts - Monitoring and creating customer contracts> - Pricing - Enables field sales employees to determine prices for products and services on theMobile Client> - Reports & Analyses - Data can be analyzed using Crystal Reports and mySAP BW

Pricing

ConfigurableArticles

Infocenter)~J.~.'o _..:... . j J j ). . . . .

, ,~ o A 'Quotations & Orders Opportunities

CampaignsContracts



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~ Order created using Mobile Sales~ It is possible to run an online ATP check (availability check).~ The order can still be changed using Mobile Sales~ Order completion in Mobile Sales~ After this, the order can no longer be changed using Mobile Sales~ During the next exchange of data with the CRM server the order is uploaded and transferredto an ERP system (for example, SAP R/3) if there is a backend. Further processing of theorder within the sales process (delivery, billing) takes in this case place on the level of theERP system~ Changed order status is updated in Mobile Sales during data exchange accordingly. Thus, allinformation relating to the order is available to the field sales employee



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Service ContractsActivities &

Calender Resources Planning

Installed baseService

Assignments

Business PartnersStatus of Service

Process

Printed ServiceDocuments

A...'. . . . . . . ! l f J _ . . .. . ; ? J . . . . . . . . , . ~~ttachements toProducts &Services

Service-Verification Service Processes

> - Service Contracts - Provides a complete overview of all active Service Contracts with dueemphasis on Service Profiles> - Resources Planning - Laptop entry of times when service employees are! are not availableenables detailed resources planning. This can be carried out using the resource planning toolon the mySAP CRM server. > - Assigning Employees - Service employee assignments can be entered exactly> - Status of Service Process - Up-to-date progress status of service action> - Customer Equipment - Accommodates all field service relevant equipment information inelectronic form.



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';" " ;:"~"

} ; ; > Solution Workbooks include reports generated in the mySAP Business InformationWarehouse (BW) for offline use in Mobile Sales} ; ; > The full scope of data in BW is available for these reports, including Mobile Sales data aswell as data from other sources (for example, R/3, external data providers etc.) that might beimportant for sales analysis. Using BW as a central reporting tool ensures that consistentstatistical data is used for reporting across the entire sales force

} ; ; > The generation of Solution Workbooks is automated. This process is triggered andmaintained in Mobile Sales Middleware} ; ; > Solution Workbooks are based on MS Excel. They are fully integrated on the Mobile Salesinterface (in the form of a tile)



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:_ . , .;' .:;;..:

~ The Mobile Clients are usually laptops which have a Mobile Sales/Service application (client)software and an IPC.The Mobile Clients have an own database which allows offline work.SAP IPC Sales Pricing Engine (IPC~SPE) and SAP IPC Sales Configuration Engine (IPC~SCE) are Java applications that are integrated with each other and installed on the laptop.Clients typically connect temporarily (e.g. via modem) via the Communication Station to themiddleware server to exchange data. It is also possible for clients to be permanentlyconnected via network.

~ The Communication Station receives COM calls from the mobile clients and converts them toRFC calls to the CRM server. It consists out of Microsoft Transfer Software components anda DCOM connector.~ The Mobile Development Workstation contains tools to develop mobile client applications~ The Mobile Administration Workstation contains a test client and authorization managementtools~ The Mobile Repository Server is needed to distribute mobile client software upgrades viaCRM server to the mobile clients> - The Backweb Server (not shown on slide) can provide the mobile client user with marketingand sales materials



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WhyCRM?CRM Business Scenario and their SAP Landscape

Mobile Scenario

ISAP CRM Technology Components I,"~, CRM Server OL TP R/3 Backend System, APO, BW

Internet Pricing ConfiguratorComponents for Field Sales I Service



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Advanced Planner and Optimizer (APO) (x)Business Information Warehouse (BW) (x)

CRM Server (Middleware + CRM Online) xContent ServerGatewayMobile Client Application xCommunication I Development Station x

(x l

',':'-;.,.':



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Why CRM?CRM Business Scenario and their SAP Landscape Mobile Scenario

SAP CRM Technology ComponentsI CRM Server I

lj, OLTP Rl3 Backend System, APO, BWInternet Pricing Configurator

It Components for Field Sales I Service



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CRM Middleware

SAP CRM Server (Middleware)> - The CRM System supports the handling of CRM business objects, like customers andprospects, activities and opportunities, products and product catalogs in a variety of CRMcomponents like Internet Sales, Service Interaction Center, Telesales, Campaign Managementand various others.



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The connection to external systems and the Mobile Clients are established via softwareadapters. The adapters map and convert data to various formats.

UCF020; CRM Technology Training Chapter 1: Basic Concepts - page 27


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Why CRM?CRM Business Scenario and their SAP LandscapeI.Mobile ScenarioSAP CRM Technology Components

CRM ServerI OLTP Rl3 Backend System, APO, BW IInternet Pricing ConfiguratorComponents for Field Sales I Service



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Used in CRM and ESP environment as backend system (optional).Data exchange

initial transfer of customizing, master and transactional data tothe CRM system

delta data in both directionsR/3 Plugin as counterpart to R/3adapter (OLTP adapter), used by

CRM and ESP BW APO

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DefinitionOnline Transaction Processing System (OLTP R/3 System) that is used in the SAP CRM andSAP ESP environment as backend system.UseCRM provides a consolidated view on customer relationship data throughout the enterprise. Tothis end, data is exchanged with a connected OLTP R/3 system.Data is exchanged between the CRM system and a connected OLTP R/3 system, primarily viathe CRM Middleware. A Plug-in installed on the OLTP Rl3 system acts as a counterpart to theR/3 adapter (OLTP adapter), supporting the communication of data between the two systems.The data exchange includes an initial transfer of customizing, master, and transactional data tothe CRM system as well as delta data in both directions.



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The Rl3 Pluq-ln on the OLTP acts as the counterpart to the R/3adapter (OLTP adapter). It is not only used by SAP CRM and EBPlbut also for SAP BW and SAP APO.

Rl3Core

R/3-Plug..Jn

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DefinitionExtension in the OLTP R/3 to enable communication and special functionality for mySAPcomponents.UseData is exchanged between the CRM system and a connected OLTP R/3 system, primarily viathe CRM Middleware. A Plug-in installed on the OLTP R/3 system acts as a counterpart to theR/3 adapter (OLTP adapter), supporting the communication of data between the two systems.The data exchange includes an initial transfer of customizing, master, and transactional data tothe CRM system as well as delta data in both directions.The R/3 Plug-in supports not only data exchange with SAP CRM, but also with other mySAPcomponents such as SAP APO, SAP BW or SAP EBP. It contains the former individual plug-insAPO-CIF, CRM-R3A, BW-BCT and B2B-PRO-PI .

UCF020: CRM Technology Training Chapter 1; Basic Concepts - page 30


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SAP APO is part of the supply chain management (SCM). SAP APO comprises tools for real-time planning and decision support.The SAP APO component performs product availability checks for telesales orders (mandatoryin the Contact Center scenario) and in the Mobile Client or Internet Sales scenarios (optional).SAP Business Information Warehouse (BW) is an analysis tool that gathers and refinesinformation from internal and external sources containing- customizable reporting tools from any perspective- predefined information models, reports, analyses and key performance indicatorsSAP BW can be used as an optional software component for all CRM scenarios in order to

- create reports and replicate them to the different offline working users using theMiddleware mechanisms. The BW analysis is replicated as MS Excel spreadsheets andwill be available within the Mobile Client in the component Reports (Mobile ClientScenario)- evaluate the sales and distribution data from CRM Marketing (Internet Sales Scenario)- perform effective telemarketing campaign analysis (Contact Center Scenario)



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Why CRM?CRM Business Scenario and their SAP Landscape

Mobile Scenario

SAP CRM Technology ComponentsCRM ServerOLTP R /3 Backend System, APO, BW

~ I Internet Pricing Configurator IComponents for Field Sales I Service



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SAP IPC Sales Pricing Engine (IPC-SPE) and SAP IPC Sales Configuration Engine (IPC-SCE)are integrated Java applications and installed on the Mobile Client.



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:..'. '.' ';~,;~:.'

WhyCRM?CRM Business Scenario and their SAP Landscape& . Mobile ScenarioSAP CRM Technology Components1 , * % *~ CRM Server

OLTP R/3 Backend System, APO, BWInternet Pricing Configurator

. . I Components for Field Sales I Service I



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Mobile Clients are usually laptops running the Mobile Sales or Mobile Service application client.Clients typically connect temporarily (e.g. via modem) to the Middleware Server to exchangedata.The Mobile Client includes all the software needed for offline data entry and processing, as wellas separate middleware functions (transaction layer) required for data exchange andcommunication with the CRM Server.UseThe Mobile Client components of CRM support a company's mobile sales force and mobileservice engineers respectively, providing full access to all the necessary data on laptopcomputers. This data is kept up to date by regular data exchange using the middlewarecomponent contained in the central CRM system.Mobile Client users carry PC application, and a local database, on their laptops. They connectto the CRM system from time to time via phone or network to exchange data accumulated andstored in queues at both ends. This connection is established via a Communication Station,where DCOM calls from the mobile clients are transformed into RFC calls that go to the CRMmiddleware.IntegrationA Mobile Client also includes the Sales Configuration Engine (SCE) and the Sales PricingEngine (SPE) applications as parts of the Internet Pricing and Configurator (IPC) in a typicalMobile Client installation. They are realized as JAVA based engines.With the SAP Mobile Application Studio (formerly known as Workbench or Business ApplicationStudio) you can customize your Mobile Client environment.UCF020; CRM Technology Training Chapter 1; Basic Concepts - page 37


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The Communication Station comprises data transfer tools connecting the SAP CRM Server andthe Mobile Clients.UseThe Communication Station acts primarily as a communication server.StructureThe communication station contains the following main components- Message Transfer Service (MTS)The technique for data transfer with DCOM calls. The DCOM CC (Component Connector)translates the DCOM calls from the client side into qRFC calls for the CRM server.- Backweb Server

Note: Network equipment (l ike modems, firewall) for the dial-in access of the laptops is not shown here.



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BackWeb is a system that enables businesses to gather, target and deliver large amounts of data in anyformat- audio, video, software files, HTML, and so on - to user desktops across their extendedenterprise. BackWeb accomplishes this through the use of information channels.Marketing and Sales materials

Internet based informationIt consists of two parts

BackWeb Server (usually installed on the Communication Station)BackWeb Client (installed and embedded on the Mobile Client)UseBackWeb is an optional third-party software component in the Mobile Client scenario.With BackWeb, you select the channels you want to view, and it delivers and displays the content forthose channels in Mobile Clients Infocenter views as well as other viewer applications:BackWeb Ticker, Newstit le, and Screensaver.Content is available also in the form of flashes or background wallpaper.BackWeb delivers content quickly and efficiently - reducing wait time and network overload. While youcontinue working in other applications, BackWeb automatically downloads content to your computer in thebackground.BackWeb displays content stored in your local hard disk. While new content is retrieved, the channel'sexisting content is deleted.



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The Development Workstation contains several tools:);> Mobile Application Studio (MAS): Provides tools to customize and/or develop each layer of the mobileclient software.);> Mobile Application (MSA, IPC, ...) for testing the developments.~ The Development Workbench is connected to the Repository Server using the Mobile Framework.The Repository Server contains several tools:);> Mobile Application Repository: MSSQL Server database which contains the Application Repository(ARS).);> ARS Transport Service);> Short-term Lock Service (STLS)~ Upgrade Console~ Mobile Application (MSA, IPC, ... )



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1. Basic Concepts 7. Backup and Recovery

8. High Availability

3. Communication Basics

6. Software Logistics

UCF020: CRM Technology Training Chapter 2: Message Flow - page 1


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[ Chapter 2)

RM Message Flow



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, '~.. ':' ..... ,

I Message Flow Overview IBDocsData DistributionInternal Data FlowCRM Middleware ServicesCRM Monitoring Overview



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CRMServer IDirect !Access i

via BAPls IOLTP R/3= : . ,

MobileClient Flat Files(ASCII)

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n,~~,;;~t"fll!\III SI.!;HW![SSI':5 "m.! SRI' ~

BusinessInformationOther

Systems Warehouse

Note:Only the data exchange between the CRM Server and other systems is shown above;further arrows would be possible (e.g. between BW and OLTP R/3).

BOoc messages within the CRM Middleware are the largest unit of data that can behandled. They represent the standard format for data exchange between mobile clients andthe CRM server. Definitions of all BOac types are contained in the BDoc repository.



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BOocs are passed to the Flow Control for processingThe Flow Control calls various services with the BOoc asparameter

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The Flow Control is a virtual machine to process BOac messages. For every BOacmessage the Flow Control calls a number of services and passes the BOoc message as aparameter to the services that are called. Services are function modules that performparticular tasks on a BOac message. Furthermore the Flow Control writes into the flow control log file.



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Message Flow OverviewI BDocs IData DistributionInternal Data FlowCRM Middleware ServicesCRM Monitoring Overview

Chapter 2: Message Flow - page 6


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' * ' BDoctype structure,no content

There are BOoc types, BOoc instances, and BOoc messages:) . > - A BOoc type or structure has to be defined for each required business object, such ascontact person or sales order. It contains all the R/3 table entries that taken together make upthe business object.) . > - A BOoc instance is a specific example of a given BOoc type containing specific values for allfield values.) . > - A BOoc message (or just BOoc) contains modified fields only. These include new fields aswell as deleted fields. The difference between a BOoc message and a BOoc instance is thatthere is only one BOoc instance for a Business Object but there can be multiple BOocmessages (with their own IDs) for one BOoc instance. A BOoc instance is replicated to aMobile Client using a BOoc message in which all fields are filled.

.. BOoc instancecontent ofall fields

~, BOoc message

Modified contentof .2..!!!g fields

UCF020; CRM Technology Training Chapter 2; Message Flow - page 8


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Business DocumentBOoc

tRFC or qRFC Usage in CRM for data exchange Possibly complex data structures

both in transport and processing Runtime objects, e.g. services

generated from BDoc repositoryinformation Internally created Uses delta field communication

" ' _ ; "

Intermediate Document

Asynchronous Usage in ALE and ED Consisting of

control record data record status record

Message-oriented Transfers all fields

An Intermediate Document (IDoc) is a SAP standard format for data transfer betweensystems. IDocs are mainly used for Application Link Enabling (ALE) and for Electronic DataInterchange (EDI). They are not used for processing inside an application. Business Documents (BOocs) are used by the CRM Middleware to exchange data withmobile clients. Furthermore BDocs are the central data structure to process businessobjects internally.

In contrast to Idocs, for which the internal processing has to be implemented manually, thecoding to process BDoe may be generated automatically.

UGF020: CRM Technology Training Chapter 2: Message Flow - page 9


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BOac structure: T~P~"_st ' ' '~: : : ' j! E.g. Customer, Order, ... . 1!

A BOoc type consists of a header and a body. The BDoc header consists of one single data segment, the so-called control segment. The BDoc body consists of one or more data segments and of one error segment.

The control segment merely contains header information, whereas the individual datasegments contain the actual table entries that make up the corresponding business object. The error segment can be used to store error information.

Header:L Control segmentBusiness Partner Master

Body:

- - - - - - - - - - - - - - - - - - - - - ~Business Partner Address

, ,; :

--~---.--~-.----.~nliiC~re~i'r.m!'t!!;WSjl';(!liSS!;S >HJr.l " ' , , ! l ' . :



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Customer and prospectContact personSales orderMaterialOpportunityActivityCampaignPromotionService NotificationEmployeeCondition objectsCustomizing objects

CAPGEN_ OBJECT _WRITECONGEN_ OBJECT _WRITESALESDOCGEN_ OBJECT _WRITEPRDCT_OBJECTOPPORTUNITY _WRITEACTIVITY _OBJECTCAMPAIGN_WRITEPROMOTION_WRITENOTIFN_WRITEEMPLOYEE_WRITEDNL_COND_*DNL CUST *- _

This slide lists the most common business objects and the corresponding BOoc typenames . Note that the definition and modification of BOoes require a deep knowledge of theapplication. The CRM Middleware does not have the business logic to create or modifyBOoes. From this point of view, it is just a data container to transport and process BOocmessages.

UCF020: eRM Technology Training Chapter 2: Message Flow - page 11


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Message Flow OverviewBDocs

I Data Distribution IInternal Data FlowCRM Middleware ServicesCRM Monitoring Overview



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Star~likereplicationNo hierarchical distribution networksReplication to sites, not persons

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The replication occurs in a star-like fashion, for example, from the consolidated database(COB) to the field sales/service employees (A , B and C) and to the office-based employees(D). There is no hierarchy in this system. That means that data is only stored in the COB and inthe local databases of the clients; there is no "medium level" storage which regulatesdistri bution. The rules how data is distributed to mobile clients is defined by a replication model.., Data is replicated to sites (local databases) and not to individual persons.



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Replication = Message forwarding to one or more clients

Different Types:

r ' , . . . . .L : s ~ ..' ~y:fll .. . . . . . . . . . . . ". 1 , .BOoc i... . ........-.. . . . . - ~ . . . . . .' \ : \ .. MobileClients Bulk Replication Intelligent/Dependent

Data replication can be defined as the problem of determining the receivers for a particularBOac message.} ; ; > BOac messages are replicated to sites (local databases) and not to individual users.}; > The replication type of a BOac is customized in the Administration Console (TransactionSMOEAC)

UCF020: CRM Technology Training Chapter 2.: Message Flow - page 14


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Definition of theresponsiblesite IDs

#1 ..#2 ..#3 ..#4 ..#5 ..#6 ..#7 ..;!;til#9 ..

_ . . . . . ,.-"'..-_ - . - ~.--.'"-.-.-~-- -.-- .. - - - . - ,'

BDoc messagesof one typett1 .. #1 .. #1 ..#2 .. #2 .. #2 ..#3 .. #3 .. #3.#4.. #4 .. 14 ..#5 .. 5 .. #5 ..#6 .. 6 .. #6 .._#J .. 7 .. #7 ..# 8 . . Y 3 _ . . _ j l_ 8 . .#9 .. #9 .. #9 ..'" .J

Filter on BOoc ;"-~iJlWiI),tJ;;.\ill~_'""'="=-types

Bulk Replication The simplest replication type is the bulk replication: every site that is subscribed gets all or nothingof the data. BDocs are always distributed according to their site IDs, regardless of their contents and theirrelation to other replication objects. In this example, all bulk BDocs are replicated to site A, Band

D. These objects do not cause content-based realignment (data redistribution). Bulk replication is especially suitable for small tables. Typical examples for bulk-replicated data are customizing data (the T* tables) or employee data.



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Definition of theReplication Rules1 ..2..3 ..

~- . .5 ..6..#7 ..#8#9.

Intelligent Replication The most sophisticated replication type. Replication objects are distributed depending on their contents and their relation to otherreplication objects (in this example, only site A receives the complete set of data; sites B, C andD obtain a subset only). Specific replication rules are necessary. Example: Replication object "CAP" (customer and prospects) .

Dependent Replication With dependent replication, a subscribed client receives all BDocs referring to another BDocreceived via intelligent replication by the same client. For example sales documents, which followthe corresponding customers.

Each dependent BDoc must contain the types and keys of the BOac it follows. The parent BOac must be replicated via intelligent replication.

BOoc messagesof one type

#4 ..

_ 1 !_ 1 .. #8 ..Ji2 .. #9 ..#3 ..#5 ..#6 ..#7 ..#8 ..#9 ..

Filter on BOoc ~-~ ... t.:;1:ii!!Q!l\l!'=""""'~'~messages



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Publications Grouping BOocs to be distributed Containing only one intelligent BOoc type (and all dependent ones)or

Containing multiple bulk BOoc types Subscriptions

Assignment of site lOs to publications Specification of values for the criteria fields Definition of Publications/Subscriptions .

Publications group BOocs with specific criteria for data replication. Publications can besubscribed to for sites. Subscriptions are assignments of sites to publications, specifying criteria values ifnecessary. The creation of subscriptions triggers the actual distribution of data to the sites. Publications and subscriptions are both defined and maintained with the Administration

Console.



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' * Assignment of replicationtype to BOoc type' * , Assignment of possiblecriteria fields' * ' Inclusion of replicationobjects into one or morepublications' * ' Assignment of actualcriteria fields

' * ' Assignment of criteriavalues

Assignment of sites tosubscriptions

.;.: .. :": ..

Steps to define the replication for a BDoc type in the Administration Console~ Step 1: you have to specify the replication type, ie bulk, intelligent. For an intelligentreplication object, you also have to specify potential distribution criteria.~ Step 2: define one or more publications for your replication object. A publication is alogical grouping of BOocs to enable subscribers to only pick up data needed. An intelligentpublication means that it has one intelligent replication object assigned and that it specifiesthe actual criteria fields used for data distribution.~ Step 3: create subscriptions is a assignment of sites based on these publications andsupply actual values for the criteria fields.~ Step 4: assign one or more sites to the subscription.

Example:A Publication is created, for example "postal code area customer". This is the basis for thedistribution of the replication object "customer" according to postal codes.Then Subscriptions are defined for the Publication "postal code area customer". Various sites cannow be subscribed here for certain criteria values (for example site 1 for the postal code area 30000-40000 and site 2 for the area 40000-50000).

Replication modeling is not topic of this course. It is discussed in course TACRM5 "mySAP CRM Mobile Sales +Service".



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Tasks of the OLTP Rl3 Adapter

Provide a connection between the CRMMiddleware and a singleOL T P R/3 systemData exchange using SAPI technology supported R13 releases 3.1 i, 4.0b, 4.Sb, 4.6b, 4.6c, ...

On the OLTP R/3 system, a plug-in is installed that acts as the counterpart of the R/3Adapter on the CRM Middleware. The installation of the plug-in requires a specific hotpackage level on the OLTP R/3 system. Modifications on the OLTP R/3 system may not besupported and require further evaluation and possibly conflict resolution .

On the CRM Middleware, the release version of the OLTP R/3 system is kept as a parameter(in table SMOFPARSFA). With this parameter it is possible to map the business object datato the correct BAPI structures during upload and download.



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. ; , ._ , ..,}

Message Flow OverviewBDocsData DistributionI Internal Data Flow ICRM Middleware ServicesCRM Monitoring Overview



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CRM. .. .Middleware

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BOocs are passed to the Flow Control for processingThe Flow Control calls various services with the BOoc asparameter

., . ~. ,- :: - .

The Flow Control is a virtual machine to process BOoc messages. For every BOocmessage the Flow Control calls a number of services and passes the BOoc message as aparameter to the services that are called. Services are function modules that performparticular tasks on a BOoc message. Furthermore the Flow Control writes into the flow control log file.

,'f:



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~;... ".__ _ m t BOac:..~"'l")::ir

FlowControl ! : ' . :

Typical process flow on the CRM Server:A BDoc message is routed through the system by the Flow Control using BDoc type specificflow definition from the repository. In the process, the message is transferred to severalservices, which return control to the Flow Control after completing their task, for example,writing the message data to the Consolidated Database (COB).

The specified services (e.g. R/3 Adapter, COB service, Replication and Realignmentservice, Inbound/Outbound Adapter or customer specific services) are all running as a partof the CRM Middleware on the CRM Server. During processing, the messages are kept in the message store, which is a part of theCOB.

.," ..~: :. . . . . ~ ,. ".~" .. ':~



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Message Flow OverviewBDocsData DistributionInternal Data Flow

I CRM Middleware ServicesCRM Monitoring Overview



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R/3


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"

\, .'. \, Adapter' Data/field

restrlctlon 'Mapping.. 'ConversionKeycompletion'. Defau1ting

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_~."' .n . .. .". ._. _ __;,~ __ .."L._-.j ..... ;.....................................................

Examples: R/3 Adapter, ASCII Adapter, Inbound Adapter

Adapters are services that provide connectivity to external systems in order to exchangeBOoc messages between the CRM Middleware and the mobile clients, the OLTP R/3system or other systems ..The content of the BOoc message may be modified in thefollowing ways . Examples:

Datal field restriction: Some control segments like the recipient list are not delivered to themobile client. Mapping: The R/3 Adapter fills up the import fields of OLTP R/3 BAPls with data coming from aBDoc.

Conversion: Data that is imported from external systems via the ASCII Adapter is converted intoBOoc messages before it is delivered to the Flow Control. Key completion: A new sales order is transferred by the R/3 Adapter to the OLTP R/3 System.The BOoc is retained until there is an answer of the OLTP R/3 system. Then the R/3 key isinserted into the existing BDoc and afterwards the BOoc is returned to the Flow Control.

Defaulting: Fields which need to be filled obtain default values.



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Problem: Which services are called for a BOoc?

BDoc

FlowControl

Flow Definitiol1I I I I

Service 3 .:i--' _ ' _ ' '-_-"-------' '*Message processed

Service

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As seen on the previous slides, the Flow Control calls a number of services or adapters,The services or adapters that are used and the order in which they are called, is specified inthe Flow Definition for a BOac type.



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CflPGEH_OBJECT_~lRITE824u63D2ECC111D2B47S0BHOH9FC9AB2

HECKI1AHHA04.08.2000

i n f lo w d ef in it io n:1 11CRMGO/CAPGEH OBJ I'IRITE CDS2 11CRMGO/CAPGEN-OBJ -. ,RlTE _ R3A

SI'1U8 Flml PROCESSED _4 11CRMGO/CiPGEH_OBJ_~1R ITE_REJ5 11CRMGO/CAPGEH O B J WRITE 0 1 1 06 StI\, OACK TO SENDER_ _7 /1CRHGO/CAPGEH OOJ IIRITE 001CAPGEH OBJ ~IRITE R3 CRM _

11CRI1GO/HTC RPGEH=OBJ_tIRI TE_RRH

9838FR71013136AEF18C00279B38FA71023536A72C05000D9838FA71 026036B5B403 0004BEFORE_ IMAGEOII_ADAPTERCR~I_OACKO U T B O U N D _ A D PR3 CRM SERUICEREPl_RERlHT

(First Se"uice(F ina} S.eru ic e

. trans t t+on conaitions1 lost Se,'uice: 11CR~'GO/CAPGEH_OOJ ~IRITE COO

1 S* 11CRHGO/iiTCAPGEH_OOJ_~IRIlE_RRR REPL_REALHT2 \.,* /1 CRImO/HTCAPGEH_OOJ_"'R ITE_RRR REPL_RERlHT

/1CRMGO/CAPGEH_OBJ ~IRITE R3A (Fi ~st Se~uice)SIlW_BACK=TO_SEHDER CRn_BACKCAPGEH_OBJ_IIRITE_R3_CRM R3 CRI1 SERUICECAPGEH_OBJ_~IRITE_R3_CRt' R3 =CRI( SUUICE

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Last SE."t"uic!:1 E*2 S*3 ~I*



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R13Adapter FlowControl

;Customer IBDoe i

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CRMSerViee

Rl=JService .,(Before:lmage}!

A flow definition consists of a set of transitions. Depending on the last service and itsreturn value a successor service is specified. This allows the Flow Control to change theprocessing of a BDoc in case of errors. The example above shows a part of the flow definition for Customer & Prospect (CAP)BDocs. For this type of BOac the normal order of services that are called is the Rl3 Adapter(R3A), the CRM service, the COB service, the Replication and Realignment service (RRR),the rejection service (REJ) and the Outbound Adapter (001).

However, if a customer is modified on a mobile client and the R/3 Adapter cannot updatethe modified customer on the R13system, the R/3 Adapter reports an error (E) to the FlowControl. The customer is now processed differently in the CRM Middleware: The modifiedcustomer is not transferred to the online components (via the CRM service) and the CDS isnot updated. Instead the Flow Control calls the REJ service, which recovers the originalcustomer data from the CDS and determines the original sender. The Outbound Adapter(001) sends the modified customer together with the original customer back to the sender.

The last service in the flow definition is the DONE service (message is processed), whichcleans up the message store. The flow definition for a particular BOac type can be displayed on the CRM Middleware via:

Middleware ->Message Flow ->Definition ->Display (SMOBFD)

Flow Definition

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Message Flow OverviewBDocsData DistributionInternal Data FlowCRM Middleware Services

I CRM Monitoring Overview



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General Overview:+ CCMS Integration~, Middleware Portal~ BOoc message display

Statistics:< .+ Kernel statistics I flow statistics



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CCMS monitor structure of the CRM Middleware

I----:':C:RM' ,i~~IO~tl?pu~d'q,~e~es( q R F C _ t j'-----E~~:~:P.I:,,~,,~~!"~~t~~~!~:!,'~t~~~':!=~

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~ For more information on how to activate the CRM Middleware alert monitoring refer to SAPNote 437187 and in the Best Practices Document "Central System Monitoring formySAP.com".



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> - The CRM Middleware Portal may be accessed through the menu:Middleware ~ Monitoring ~ Object generation and data exchange ~ Middleware Portal(SMWP).

> - Prerequisites for running the Portal:- the two background processes (checked in GoingLive Analysis session):SMWP _BATCH: to update the displayed runtime information, andSMWP _GE_BATCH: to update the generation (= design time) information,have to be scheduled

- The reason for updating the runtime and design time information through two separatebackground processes is that the runtime information needs to be updated more frequently(maybe every hour) than the design time information (maybe once a day).

- The two background processes may be scheduled either throughthe CRM Middleware Portal 7 Button Schedule Background Job or throughthe transaction SM36 7 Button Job Wizard.



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GR A EH~~GlR 3 AD_GUST 0I 1EB l B ~Bl ~ 6 B3R3AO_GUSTOHEB180031922C R t1 _ S I TE_OOBBOOOGOOB017 5R3AD_CUSTOME810aa0906 ,R 3 'O GUSTOHE0 1 60 a 40 B 49

I lessageMessageMessagenessage precessed,Message processed,pr-ocessed,c roceeeec .processed,

e r -ocees ed .processed,processed,processed,I l e ss s ge o roce s s s u .Message prOCE:9Sed IMeSSa t ; li p r oc .e s s e d,"essage orocesseu,nessage processed,Message processed,t"essage processed,t1~s,:!ag~processed,~1es5ageprocessed,t!.essage ~rocessed,hessane processed,Hessa "g -e p r -oces sed ,11essege pr-ocessed,r tesseae pr-ocessed.11E:SSa~e processed,Me s s a ge p r -o c e ss e d ,Message processed,Message processed,nassaea nr-ocsssed

jY The transaction to for the Middleware Trace can be found under:Middleware 7 Monitoring 7 Message Flow 7 Display BDocs (SMW01).

".. BOoc errors are an important issue. It must be checked for BOoc errors daily, anderrors have to be fixed without delay.



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Rl3 kernel application statistics :R~$pons~Time i =

)l> The message flow statistics monitor is launched through:Middleware ~ Monitoring ~ Message Flow ~ Display Message Flow Statistics(SMWMFLOW).

) 0 > The Rl3 kernel application statistic monitor requires that the standard CeMSbackground jobs are defined.)l> In order to activate the statistic monitor, choose Gaia ~ Activate Statistics. Here the Kernel

application statistics and the Middleware message flow statistics can be activatedindividually. Further information on how to active the monitors can be found in the SAPLibrary.

.Wait T i m e ! + CPU'Time + ..Database Time!Statistic monitor for BOoc types, sites and queues



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7. Backup and Recovery

UCF020; CRM Technology Training Chapter 3: Communication Basics - page 1


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[ Chapter 3)

nication Basics in CRM -tRFC and qRFC

Global Support - CRM Technology

UCF020: CRM Technology Training Chapter 3: Communication Basics - page 2


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,,:,_. '_!:

I Transactional RFC IOutbound qRFCInbound qRFCData storageqRFC Error Handling

UCF020: CRM Technology Training Chapter 3: Communication Basics - page 3


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Some important properties of tRFC> - tRFC partner does not have to run at calling time (call is executed when the partner is upagain)> - asynchronous transfer and execution of tRFC LUWs> - each tRFC LUW runs in its own contextFeatures not available in tRFC> - No serialization of tRFC LUWs possible> - no control over resources used up in destination system> - Sending LUWs from an RFC server group not possible, this means only the instance wherethe tRFC was created can be used for sending.tRFC executionStep 1: The RFC function to be called together with its parameter values are copied into the tRFC queue (ARFC