SAP CRM Interaction Center Consultant’s Cookbook

CRM Interaction Center Consultant’s Cookbook – “Maximizing User Experience”

1.1 Introduction .................................................................................................................. 6
1.1.1 Purpose and Audience .................................................................................... 6
1.1.2 Prerequisites .................................................................................................... 7
1.1.3 Release Relevance and SAP Notes ................................................................ 7
1.2 Guiding Principles ........................................................................................................ 8
1.3 Processes and Features .............................................................................................. 8
1.4 Basic Setup .................................................................................................................. 9
1.4.1 CRM-ECC Connection.....................................................................................9
1.4.2 Customizing ................................................................................................... 10
1.5 Example Solution Realization .................................................................................... 10
1.5.1 Preparation .................................................................................................... 10
1.5.1.1 Technical Requirements ................................................10
1.5.1.2 UI Screens ..................................................................... 10
1.5.1.3 UI Components..............................................................11
1.5.2 Solution Mock-up ........................................................................................... 14
1.5.3 High Level Technical Rationale .....................................................................14
1.5.4 Step_by_Step Deployment of the Example Solution with Code
Examples ....................................................................................................... 14
1.5.4.1 Creation of an overview page with a tile layout..............14
1.5.4.2 Creation of component usages ...................................... 21
1.5.4.3 Add standard windows to master component ZICCOOKBOOK ........................................................ 25
1.5.4.4 Create Component usage for the sales order
items ..........................................................................31
1.5.4.5 Make all component usages available to the
overview page............................................................33
1.5.4.6 Redefine methods .......................................................... 35
1.5.4.7 Configure Navigation Bar Profile.................................... 41
1.5.5 Solution Results ............................................................................................. 44
1.6 Improving call efficiency by using UI Shortcuts and Intent Driven Interactions:................................................................................................................ 45
1.6.1 UI Shortcuts...................................................................................................45
1.6.2 Intent Driven Interactions...............................................................................47
1.7 Appendix .................................................................................................................... 54
1.7.1 Helpful Links .................................................................................................. 54
1.7.2 CRM Performance Analysis and Best Practices............................................54
1.7.2.1 Preparation and Purpose...............................................54
1.7.2.2 Performance Analysis .................................................... 54
Network and client PC...................................................................56
Client PC and browser ..................................................................56
Compression ................................................................................. 57
Profile Parameter ..........................................................................57
ICF and BSP compression............................................................57
SMICM => Internet connection manager ......................................59
SAP Web Dispatcher.....................................................................60
NetWeaver AccAD ........................................................................60
ABAP Performance Analysis.........................................................60
ST02, ST06, ST13.........................................................................60
Transactions SE30/SICF/SAT.......................................................63
DB Performance Analysis .............................................................65
RFC Performance analysis ...........................................................66
1.7.2.3 Middleware..................................................................... 67
1.7.2.4 Housekeeping ................................................................ 75
Org-Management buffering ........................................................... 75
Application Log Size (BALHDR)....................................................75
Middleware tables SMW*_BDOC* can grow very large................75
MIME Repository consistency check.............................................75
1.7.2.5 Performance tips and tricks ...........................................76
1.7.2.6 Enqueue Server ............................................................. 76
Security enhancement available in CRM ......................................76

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[CRM] SAP CRM Interaction Center Consultant’s Cookbook

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