Sunday, January 20, 2013

Using the CRM Product Catalog with the CRM WebClient UI


Using the CRM Product Catalog with the CRM WebClient UI Including the Interaction Center (Enhanced) ( RELNCRM_70_SLS_PCAT )

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Short text

Using the CRM Product Catalog with the CRM WebClient UI Including the Interaction Center (Enhanced)

Use

As of SAP CRM 7.0, you can use the CRM product catalog with the CRM WebClient UI including the Interaction Center. SAP CRM product catalog integration is intuitive, efficient, and user-friendly. Before, you could only use the product catalog with Web Channel.
A sales representative or call center agent can view and navigate the CRM product catalog hierarchy and can select products from the product catalog similarly to a customer navigating the hierarchy of the Java based Web shop.
You have two options to select products for transactions from the CRM product catalog:
  • You may create a new CRM sales order, quotation, or service quotation first. You may also create an ERP sales order or quotation. You then select the desired product with the help of the CRM Web shop and the CRM product catalog.
  • You are navigating the CRM product catalog in the CRM WebClient UI and you add products to the buffer. You can create a sales order or quotation within the product catalog and the products will automatically be transferred to the newly created transaction.


Effects on Customizing

You must set up a product catalog Java Web application running on a Java 2 Enterprise Edition (J2EE) server. If the product catalog Java Web application can be launched successfully stand alone, then you must integrate the product catalog Web application into the CRM WebClient UI. Maintain the J2EE Web application in Customizing for Define Protocol, Host Name, Port, and XCM Application Configurationunder Customer Relationship Management --> Web Channel --> Basic Settings --> Activate Links from CRM WebClient UI to Web Channel Applications. You need to define the URL /catalog/cat/webClientEntry.do for the J2EE Web Application keyRTCAP. The URL defined is used to launch the product catalog Java Web application in the CRM WebClient UI.
In addition, you must assign the user to the business role IC_AGENT in the Interaction Center environment. Note that IC_AGENT is the shipped business role for the standard implementation. A new business role can be defined.

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Product Catalog Display in CRM WebClient UI Locate this document in the navigation structure


A sales professional or an interaction center agent can navigate the SAP CRM Product Catalog using the SAP CRM WebClient UI (including SAP CRM Interaction Center WebClient) like a customer browsing the CRM Product Catalog in a Web shop.

Prerequisites

  • You have set up a Java based CRM Product Catalog. For more information, see Creation of Product Catalogs.
  • You have set up a Web shop running on a Java 2 Enterprise Edition (J2EE) server. For more information about the configuration of the Web shop, see SAP Solution Manager.
  • You have configured the Extended Configuration Management (XCM) settings. For more information about Extended Configuration Management (XCM) for Web Channel, see SAP Solution Manager.
  • You have assigned the user to a business role. The following table explains the technical names for each business role in the standard implementation:
    Business Role
    Technical Name
    Web Channel Manager
    ECO-MANAGER
    Interaction Center Agent
    IC_AGENT
    Sales Professional
    SALESPRO
    Service Professional
    SERVICEPRO
    Note NOTE
    You can define new business roles. For more information about defining new business roles, see Customizing for Define Business Role under   Customer Relationship Management   UI Framework  Business Roles  .

Features

Selecting Products for Transactions
You have the following options to select products for transactions from the CRM Product Catalog:
  • You may create a new CRM sales order, CRM sales quotation, or CRM service quotation first. (You may also create an ERP sales order or ERP sales quotation.) Next, you may navigate to the CRM Product Catalog application, select the desired product from the CRM Product Catalog, and add it to the sales transaction or service transaction.
  • You may navigate the CRM Product Catalog in the CRM WebClient UI first and then select products. Next, you may create a sales transaction or a service transaction. The products are automatically transferred to the newly created transaction.
Saving Selected Products
Caution CAUTION
When using the CRM Product Catalog to create a sales transaction or a service transaction, there is no shopping basket. Selected products are stored in virtual memory. Therefore, if you abort a transaction, the selected products can be lost. For example, if you select products from the CRM Product Catalog and you then choose Back or choose a link from the navigation area, the Save Changes – – Web Page Dialog box appears. The text in the dialog box reads, “Do you want to save your changes?”. To save the selected products in the transaction, you must choose Cancel in the dialog box. Next, you must choose Back to Standard Order ERP (the text varies dynamically by transaction type) in the header area. Finally, you must choose Save in the header area. The following table summarizes the alternatives and their effects:
Data Loss Dialogue Box: Saving Selected Products
Data Loss Dialogue Box Choice
Effect
Save
  • The transaction is saved.
  • The selected products are not saved as they have not been added to the transaction.
  • The Save Changes – – Web Page Dialog box disappears.
  • The requested page is displayed.
No
  • The transaction is not saved.
  • The selected products are not saved.
  • The Save Changes – – Web Page Dialog box disappears.
  • The requested page is displayed.
Cancel
  • The transaction is not saved.
  • The selected products are not saved.
  • The Save Changes – – Web Page Dialog box disappears.
  • The requested page is not displayed. Instead, the current page is still displayed.
  • To save the products to the transaction, you must choose Back to Standard Order ERP (text varies). Save your entries.

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