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Overview of SAP CRM Architecture

The document provides an overview of the SAP CRM architecture, detailing its Presentation, Business, and Application layers, including the roles of the Business Object Layer (BOL) and Generic Interaction Layer (GENIL). It describes how the SAP CRM Server integrates with various ERP systems and components like SAP BI, SCM, and NetWeaver Portal, facilitating data exchange and reporting. Additionally, it outlines the channel architecture, including internet and mobile applications, and the CRM WebClient User Interface, which enhances user experience by tailoring access based on assigned business roles.

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mikhail.odoyoth
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14 views

Overview of SAP CRM Architecture

The document provides an overview of the SAP CRM architecture, detailing its Presentation, Business, and Application layers, including the roles of the Business Object Layer (BOL) and Generic Interaction Layer (GENIL). It describes how the SAP CRM Server integrates with various ERP systems and components like SAP BI, SCM, and NetWeaver Portal, facilitating data exchange and reporting. Additionally, it outlines the channel architecture, including internet and mobile applications, and the CRM WebClient User Interface, which enhances user experience by tailoring access based on assigned business roles.

Uploaded by

mikhail.odoyoth
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Overview of SAP CRM Architecture

Presentation Layer

The CRM User Interface Framework or CRM UIF forms the basis of the Presentation Layer
which in turn is responsible for running HTML pages in the web browser. BSP’s Presentation is
not responsible for controlling the business logic of CRM Business Objects and processes as it
will be taken care of separately. See the CRM UI framework architecture PDF reference.

Business Layer

The Business Layer itself comprises of two software layers:

(a) BOL (Business Object Layer)


As the name suggests, the Business object layer is responsible for saving the business object
data. For example, this could include but not limited to business partners, transactions, and
products. This layer in a way ensures the separation of the underlying logic of business and the
CRM WebClient UI.

(b) GENIL (Generic Interaction Layer)

The genIL or the Generic interaction layer is responsible for handling the data transfer from the
Business object layer to the APIs or Application programming interfaces of the concerned
business engine.

It is important to note here that both the above layers are strictly separated from each other. It is
because of this separation, business applications can be connected to the CRM WebClient UI
or the Presentation Layer via Business object layer (BOL) and GENIL (Generic Interaction
layer). Remember, it is not just the CRM business objects and processes that the CRM
WebClient UI handles, but also application objects of ERP systems, like SAP Supply Chain
Management’s ERP sales orders and SAP Human Capital Management’s employees.

Business Application

The business application comprises the database tables and the business logic.

SAP CRM Server

SAP CRM Server is linked to an ERP system which can either be any ERP software or SAP
ECC systems that the organization uses. The entire SAP CRM system will act like a logical box
that can be used for connecting a variety of systems, including:

SAP BI/BW for the purpose of reporting.


CRM Servers can also be connected to SAP ERP systems, SAP APO, SAP BI, SAP Solution
Manager, SAP CRM, and other SAP Net-ware portals.
For the purpose of planning, CRM Servers can also be connected to SCM/SAP APO. For
example, during the creation of sales orders, you need this connection for intimating the date of
delivery of services/products. When the sales orders are confirmed and about to be delivered,
CRM can be made to interact with APO confirm and SAP APO.
SAP CRM servers can also be connected to the Interaction Center, websites (or web channels),
and mobile devices (or handhelds).
The SAP CRM solution incorporates the CRM components along with the
SAP ERP, SAP SCM and SAP BI components. SAP CRM contains a central
CRM system with access through various channels and a connection to other
systems.

Following are the fully-integrated connections offered as SAP CRM Solution:

● SAP CRM System which provides corresponding software components


of SAP CRM solution as a central CRM server.
● SAP ERP System which provides all the ERP functionalities can be
integrated with SAP CRM system as a back-end system. The data
exchange between these connected systems can be configured and
implemented with the help of CRM Middleware.
● SAP BI provides functionalities for detailed statistical and analysis
functions. It can be integrated with the SAP CRM in order to use its
features for the SAP CRM reporting and analysis function.
● For demand planning solution and global Available-to-Promise (ATP)
check SAP CRM system can be integrated with the SAP SCM system.
For example:
○ For a Sales Order entered through any of the implemented UIs,
check on delivery needs to be performed.
○ For this, Available-to-Promise (ATP) checks are implemented on
connected SAP SCM system.
○ At runtime CRM system connects to SAP SCM to verify if it is
possible to deliver items requested on time.
● SAP NetWeaver Portal provides integrated access to all systems.

Channel Architecture
The SAP CRM channels architecture includes:

● Internet applications:
○ Internet Sales
○ Internet Customer Self-Service
○ Internet Pricing Configurator
● Mobile applications:
○ Mobile Sales
○ Mobile Service
○ Interaction center

Internet Applications

● The Internet software components of SAP CRM solution are


J2EE technology based (which is open, non-SAP platform).
These are provided as a ready-to-run solution with the shipped,
standard template. Also, these applications can be further
adjusted in order to meet customer-specific requirements. For
these Internet applications, necessary CRM data needs to be
maintained and set up with in the CRM system.
● SAP CRM solutions offers Internet Sales software component
which presents published catalogs to the end user who can use
them to configure and purchase the product.
● It also offers Internet Self-Service software component where end
users can request for a particular service.
● The Internet Pricing & Configurator (IPC) component is another
J2EE based web application for product configuration and pricing
data.

Interaction Centre
● The Interaction Centre is provided with tools and features required while
in communication with the end customer.
● Various communication channels are supported by the Interaction
Centre such as fax, e-mail, telephone and Voice over Internet Protocol
(VoIP).
● Interaction Centre is linked with the CRM WebClient and thus an
employee in contact with the customer can make notes, trigger e-mails,
create activities, and work upon the business transactions like service
order, etc.
● Interaction Centre connects to different communication channels using
a Communication Management System, which can be SAP Business
Communication Manager (BCM) or a third party product.
● In order to strengthen IC WebClient multichannel options in the
Interaction Centre, Integrated Communication Interface (ICI) is used.

Mobile Applications

● SAP CRM Mobile Sales and Mobile Service components help a


company's mobile field sales and service representatives.
● Depending upon the area of responsibility, users have access to all the
relevant data in their device.
● These devices connect briefly to the central CRM servers for the
synchronization of the data. This data transfer occurs through the SAP
CRM Middleware.
● SAP Mobile Application Studio can be used in order to customize these
mobile applications.

Introduction to CRM WebClient User Interface


SAP CRM User Interface started with SAPGUI, and its growth has resulted in
SAP CRM Web Client User Interface. CRM Web Client user interface is an
enhanced version of the IC Web Client UI. Also, it is business role based UI;
therefore, the content which will be visible to the user logged-in depends upon
the business roles assigned to the user. This results in a simpler UI for the
user, who will be able to access and process only those tasks which are
relevant for him or her. With this, the Sales representative who is not
concerned with the marketing process will only be able to access and work
the Sales related process as per the authorizations assigned.

CRM Web Client UI is component based software, which presents the CRM
UI to the user in L-Shape. It contains Header in the top row and Navigation
Bar on the left side, this constitutes the L-Shape. The remaining space on the
CRM Web UI page is called Work Area. The Header area contains predefined
system link like Log Off hyperlink.

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