Open API Overview:

          An open API is an Application Programming Interface which is publicly available and it provides a developer with programmatic access to a proprietary software application. It is a hook using which other programs can easily make use of any functionality of particular software and it can be accessed and used by anyone.

          Instead of providing applications, developers are allowed to build their own applications based on open API's. Open API facilitates integration of new features into existing applications and assist distinct applications with sharing data, which can help to integrate and enhance the functionalities of the applications. They allow innovation to happen rapidly and without sustained investment.

          Developers in various industries are encouraged to be innovative and figure out new ways to use the Open APIs which are shared freely. The developer can do research and development and make money by licensing his new program, which has advanced functionalities that would be almost impossible to create from scratch.

Benefits of Open API :

          Application Programming Interfaces form the connecting bridge between modern applications which are connected with data sources or applications. The vision of a truly connected world can be realized by creating Open APIs which are portable and open and allows applications to interact with each other.

           Open APIs can be consumed in building new channels and user interfaces which are built by developers. So instead of scratch level development, developers make use of the shared digital asset.

Implementation Scenarios in SAP CRM:

     1) Open APIs are used across various technologies like SAP Cloud for customer and integration to SAP CRM and other applications be it cloud or on-premise. Many digital assets have been created based on open standards such as REST (Representational state transfer), Odata (Open Data Protocol), and Oauth (open standard for authorization) with secure and seamless connectivity to applications and platforms.

     2) Open APIs are used to integrate SAP Sales On Demand with any other application by adding support for features that make it easier for sales people to update the application and to customize the front end of the application. Exploiting the benefits of Open APIs, software-as-a-service (SaaS) application has been integrated for a set of Business Processes.

     3) One more example is the Hybris Marketing solution that uses open APIs and extends key marketing business processes with the standard integrations of hybris Commerce, SAP Cloud for Customer, SAP Customer Relationship Management (CRM), and other SAP applications.

Industry sector: SAP Grantor Management

SAP CRM Objects: SAP CRM Case Management and One Order Management - Applications

Business Scenario: As part of Grantor management process, fund manager reviewing a case having multiple applications, can approve or reject applications based on business criteria. Once the manual activity is complete and Case needs to be progressed further to initiate payments for approved applications. Rejected Applications need to be de-linked from case, so that they can be linked another case in future for further review if re-submitted. Manual de-link will be a cumbersome task for end user, to automate the de-linking process following logic can be used in a report.

Above scenario can vary from client to client.

How to De-link a One order object from SAP CRM CASE?

Data required:

-          SAP CRM CASE object to be de-linked

-          SAP CRM ONE ORDER Object to be de-linked

DATA :  lr_crm_case       TYPE REF TO if_crm_cmg_api,

            ls_message        TYPE crmt_cmg_error,

            lt_rec_hier_tech  TYPE crmt_cmg_rec_hier_tech_t,

            lv_bor_key          TYPE swo_typeid,

            lt_link_message  TYPE crmt_cmg_attr_error_t.

FIELD-SYMBOLS:

            <fs_rec>            TYPE crmt_cmg_rec_hier_all.

TRY.

* Open case in mode edit

CALL METHOD cl_crm_cmg_manager=>open_case
          EXPORTING
            iv_case_guid = <CASE GUID>
            iv_activity  = if_scmg_authorization=>c_activity_modify
          IMPORTING
            er_crm_case  = lr_crm_case
            es_message   = ls_message.

IF lr_crm_case IS Bound.

*   Get Elements

CALL METHOD lr_crm_case->get_elements
          EXPORTING
            iv_no_model_nodes = abap_true
            iv_relation       = <relationship> ( example = 'CJ')
          IMPORTING
            et_rec_hier_tech  = lt_rec_hier_tech
            et_rec_hier_all  =
            lt_rec_hier_all
            es_message        = ls_message.

LOOP AT lt_rec_hier_all ASSIGNING <fs_rec>.

* Check if data in <fs_rec>-info6 is the linked one order to SAP CRM CASE.

            MOVE <fs_rec>-bor_key TO lv_bor_key.

           CALL METHOD lr_crm_case->delete_element
              EXPORTING
                iv_bor_key     = lv_bor_key
                iv_bor_type    = <fs_rec>-bor_type
                iv_model_node  = <fs_rec>-model_id
                iv_instance_id = <fs_rec>-inst_id
              IMPORTING
                es_message     = ls_message.

ENDLOOP.

CALL METHOD lr_crm_case->save
            IMPORTING
              et_message_with_attr = lt_link_message.

COMMIT WORK

*Close the Opened case

        CALL METHOD cl_crm_cmg_manager=>close_case
          EXPORTING
            iv_case_guid = <fs_case>-case_guid
          IMPORTING
            es_message   = ls_message.

ENDIF.

      CATCH cx_sy_ref_is_initial.

RETURN.

ENDTRY.

Industry sector: SAP Grantor Management

SAP CRM Objects: SAP CRM Case Management and One Order Management - Applications

Business Scenario: As part of Grantor management process, fund manager reviewing multiple applications based on business criteria and project (funding area). To progress the applications further for review, applications will have to be linked to SAP CRM Case. Manual linking will be a cumbersome task for end user, to automate the linking process following logic can be used in a report.

Above scenario can vary from client to client.

How to Link One order object to SAP CRM CASE?

SAP CRM WEB UI enables users to link case to one order object and vice-versa.

Below logic is for linking one order object to SAP CRM CASE programmatically.

Note: Pass your own data in fields marked with(traingular brackets) < XX >

DATA  : lv_bor_key       TYPE swo_typeid,

            lr_crm_case      TYPE REF TO if_crm_cmg_api,

            ls_message       TYPE crmt_cmg_error,

            lt_link_message  TYPE crmt_cmg_attr_error_t,

  TRY.

*   Open case in mode edit

    CALL METHOD cl_crm_cmg_manager=>open_case
      EXPORTING
        iv_case_guid = <CASE GUID>
        iv_activity  = if_scmg_authorization=>c_activity_modify
      IMPORTING
        er_crm_case  = lr_crm_case
        es_message   = ls_message.

    CATCH cx_sy_ref_is_initial.

    RETURN.

  ENDTRY.

     lv_bor_key = <One order object GUID>.

*   Adding the One order document to case.

    CALL METHODlr_crm_case->insert_element
      EXPORTING
        iv_bor_key           = lv_bor_key
        iv_relation          = <relationship> ( example = 'CJ')
        iv_check_consistency = 'X'
      IMPORTING
        es_message           = ls_message.

*   Save the Linked Case

        CALL METHODlr_crm_case->save
          IMPORTING
            et_message_with_attr = lt_link_message.

        COMMIT WORK

*  Close the Opened case

  TRY.

       CALL METHOD cl_crm_cmg_manager=>close_case
        EXPORTING
          iv_case_guid = <CASE GUID>
        IMPORTING
          es_message   = ls_message.

    CATCH cx_sy_ref_is_initial.

     RETURN.

   ENDTRY.

Industry sector: SAP Grantor Management

SAP CRM Objects: SAP CRM Case Management

Business Scenario: As part of Grantor management process, fund manager reviewing a case having multiple applications, can approve or reject applications based on business criteria. Once the manual activity is complete and Case needs to be progressed further to initiate payments for approved applications.

Review meeting minutes for the approval of the application are captured in excel and should be attached to SAP CRM case.

As part of automatic process, multiple files need to be attached to case. An utility will help end user to efficiently perform this task and same can be used for batch process of case in small funds scenario.

Above scenario can vary from client to client.

How to Attach excel file to SAP CRM CASE?

DATA : lv_string                   TYPE string,

           lv_xstring                  TYPE xstring,

           lt_file_content           TYPE sdokcntbins,    

           lt_file_contents         TYPE sdokcntbins,

           ls_business_object   TYPE sibflporb,

           ls_file_access_info   TYPE sdokfilaci,

           lt_file_access_info    TYPE sdokfilacis,

           lt_properties             TYPE sdokproptys,
           ls_properties            TYPE sdokpropty,

           lv_error                    TYPE skwf_error,

           ls_phio                    TYPE skwf_io.

* Prepare content of the attachment

            Loop at content to be added to the file.

            CONCATENATE lv_string 

                             File-attr1 cl_bcs_convert=>gc_tab

            File-attr2 cl_bcs_convert=>gc_crlf

INTO lv_string. 

Endloop.

*Additionally you can add column header to each of the attribute in the same way as attributes shown above, but before the above loop.

        CALL FUNCTION 'SCMS_STRING_TO_XSTRING'
          EXPORTING
            text     = lv_string
          IMPORTING
            buffer   = lv_xstring
          EXCEPTIONS
            failed   = 1
            OTHERS   = 2.

        CALL FUNCTION 'SCMS_XSTRING_TO_BINARY'
          EXPORTING
            buffer        = lv_xstring
          IMPORTING
            output_length = lv_xsize
          TABLES
            binary_tab    = lt_file_content.

        APPEND LINES OF lt_file_content TO lt_file_contents.

        ls_file_access_info-mimetype = 'application/vnd.ms-excel'.
        ls_file_access_info-file_size  = lv_xsize + lv_xsize_l.
        ls_file_access_info-file_name = <FILE NAME>.
        ls_file_access_info-binary_flg = 'X'.
        INSERT  ls_file_access_info INTO TABLE lt_file_access_info.

        ls_properties-name = 'KW_RELATIVE_URL'.
        ls_properties-value = text-004.

        INSERT ls_properties INTO TABLE lt_properties.

        ls_properties-name = 'DESCRIPTION'.
        INSERT ls_properties INTO TABLE lt_properties.

        ls_properties-name =  'DOC_DATE'.
        ls_properties-value = sy-datum.
        INSERT ls_properties INTO TABLE lt_properties.

        ls_properties-name = 'LANGUAGE'.
        ls_properties-value = 'E'.
        INSERT ls_properties INTO TABLE lt_properties.

ls_business_object-instid = <SAP CRM CASE GUID>.
ls_business_object-typeid = <SAP CRM CASE Business Object> example 'BUS20900'.             "#EC NOTEXT
ls_business_object-catid  = 'BO'.                   "#EC NOTEXT

        CALL METHOD cl_crm_documents=>create_with_table
          EXPORTING
            business_object     = ls_business_object
            properties          = lt_properties
            file_access_info    = lt_file_access_info
            file_content_binary = lt_file_contents
          IMPORTING
            phio                = ls_phio
            error               = lv_error.

        COMMIT WORK.

2016 ASUG CRM Influence Council -- Design Thinking Workshop

Join us Wednesday May 18, 2016 at the ASUG/SAPPHIRE NOW event in Orlando, Florida for a real-time workshop where SAP customers like you help SAP determine where to focus investments in SAP CRM on Premise. Join this Design Thinking workshop to provide your feedback and ideas to SAP, as well as, meet and share your ideas. There will be two separate session - one in the morning and one in the afternoon - both sessions are open to everyone.

  Morning Session:   A3822 -Wednesday, May 18th - 11 a.m.- 12 p.m. - S301E

  Afternoon Sesssion:  A3822 - Wednesday, May 18th - 2:15 p.m. to 3:15 p.m. - ASUG HUB (show floor) Influence A

Please go to John Burton's Blog on April 6, 20162016 ASUG CRM Influence Council -- Design Thinking Workshop to indicate (poll) which topic areas you are most interested in focusing on during these one-hour workshop sessions.

SAP CRM On-Premise Update: Q1 2016 created by John Burton
In this blog, John welcomes everyone to the new year with an in depth report on the continuous innovation within SAP CRM On-Premise. You'll want to read every paragraph for new enhancements, new releases, and much more includingwhy Santa Claus has had the worse customer service rating for 10 consecutive years... 

1. ALERT FOR VIP CUSTOMERS IN INTERACTION CENTER

1.1. CREATION OF A CLASS

• Go to transaction SE24 to create a new class

• Assign a description

• Assign a package and then save

• In tab “Caracts.” click in the button “Superclass”

• Assign class CL_CRM_SMF_ABSTRACT_SERVICE in the field “Superclass”. Activate and save the class

• In the tab Methods it’s necessary to redefine the method IF_CRM_SMF_SERVICE~EXECUTE

• Select the method and click the button to redefine the method.

• Upload the source code attached

method IF_CRM_SMF_SERVICE~EXECUTE.

  DATA : lv_string TYPE        string,                 "Result
         lv_fb     TYPE        string,                 "Fact Base
         lo_bdc    TYPE REF TO if_crm_ui_data_context. "Context

  TRY.
      CALL METHOD super->if_crm_smf_service~execute
        EXPORTING
          session            = session
          service_properties = service_properties.

    CATCH cx_root.
  ENDTRY.

* Context instance
  lo_bdc  = cl_crm_ui_data_context_srv=>get_instance( ).

  TRY.

      CLEAR lv_string.
     
*     Searchs for VIP flag main customer - In case true, LV_STRING = "X"     
      lv_string = lo_bdc->get_entity_attribute_as_string( path = '//currentCustomer/BuilFSTreasuryRel/VIP'
                                          iv_suppress_creation = abap_true ).
    CATCH CX_ROOT.
  endtry.

  if lv_string is initial.

    TRY.

*   Searchs for VIP flag in contact person - In case true, LV_STRING = "X"   
      lv_string = lo_bdc->get_entity_attribute_as_string( path = '//CURRENTCONTACT/BuilFSTreasuryRel/VIP'
                                          iv_suppress_creation = abap_true ).

      if lv_string = 'X'.
*       Changes to "Y" to identify that the VIP is a contact person, not the main customer
        lv_string = 'Y'.
      endif.
    ENDTRY.
  endif.

* Set the result
CALL METHOD me->set_fb_attr_by_id
    EXPORTING
      id    = 'VIP'
      value = lv_string.
  DATA: fb TYPE REF TO cl_crm_smf_fact_base.

  fb = session->get_factbase( ).
  lv_fb = fb->get_factbase_as_string( ).

endmethod.

1.2. CONFIGURATION STEPS

• In IMG go to Customer Relationship Management->Interaction Center WebClient->Additional Functions->Intent-Driven Interactions->Service Manager->Define Services
• Create a new entry

• Define the service as is displayed below. Assign the class that was created early.

• In IMG go to Customer Relationship Management->Interaction Center WebClient->Additional Functions->Intent-Driven Interactions->Define Repository
• Select the context ICRULE the go to attributes

• Create a new attribute. Use the service Z_BP_FLAG_VIP created early

• Access CRM Web Client using role IC_MANAGER
• Go to Process Modeling->Alert

• Create a new alert as is displayed  below

• Go to Process Modeling->Rule Policy to create a new rule

• Assign the business role and the IC event

• Create the conditions clicking “Add Entry“.

• Select Flag VIP condition

• Create the action clicking “Add Entry“

• Select the alert created early

• Realease the rule and save

Hope this helps!

Best regards,

Caíque

Hi!

Аbout 4 years ago I designed table schema for managing customer loyality. In general it is still relevant today.

So, I decided to publish it here and hope that somebody may find it helpful.

SAP CRM loyalty tables:

• LOYD_MSH_MEMS
  • LOYD_PT_ACCT_SET
    • LOYD_PT_ACCT
    • LOYD_PT_TXN
    • LOYD_PT_TXN_REASON
    • LOYD_PT_TXN_RSNT
  • CGPL_PROJECT
    • CRM_MKTPL_ATTR
    • CRMC_MKTPL_CTYPE
    • CRMC_POINT_PROF
    • CRMC_LOY_POINT
    • CRMD_MKTPL_DYNAT
    • CRMC_DYNATTR_DEF
    • LOYD_MSH_MSDYN
  • LOYD_MSH_MS_TIER
    • LOYD_MSH_MSQTIER
    • CRMC_TIER_LEVEL
    • CRMC_TIERGROUP
    • CRMC_TIER_PROFILE
  • LOYD_MSH_MS_MEMB
    • LOYD_MEM_MEMBER
    • BUT000
  • LOYD_CRD_CARD
  • LOYD_MA_GENATTR
    • LOYC_MA_ERR_CODE
    • LOYD_MA_SPECATTR
    • LOYC_MA_CAT
    • LOYC_MA_CAT_TYPE
    • LOYC_MA_TYPE_T
    • LOYC_MA_TYPE
    • LOYS_MA_TYPEATTR
    • CRMC_FDT_ATTR
    • CRMC_FDT_BO
    • CRMC_FDT_APPL

Hi All,

This is my first Blog, hence I am sure there would be lot of improvement required. Let me start.

This document is intended to share an Idea for SCN users to get the benefit of SAP CRM Mail forms to be used for Transaction Emails like Sales order Booking confirmation, Delivery communication/Dispatch emails etc. .

One of the very high quality demanding customer would like to have an email going out of SAP CRM for each transactions(Sales & Service) where content need to be an HTML where Company Logo and Product images are embedded. Conventional approaches of SAP Script, Smartfoms and Adobe forms were not satisfying business need as client don't want to have the email as a PDF attachment.

Also correction in an Email content - simple as spelling mistake need to go through the long Change & Transport management queue. Since its a communication to end customer, sooner the correction  - better the situation.

SAP CRM Marketing is having Mail forms as a standard product mainly intended to use for Marketing Campaign Emails. However there is one more option  : Additional attributes which can be used for custom business requirements. I realized the potential of mail forms to use for transaction Emails from that point.

SPRO > Customer relationship management  > Marketing > Marketing planning and campaign management > Personalized mail > Maintain attribute context for Mail forms.

Once you create an Attribute context, you can then assign this to a structure which is nothing but list of fields which you wish to pass from transaction to the Mail forms. This structure need to be created using SE11

If you need all the fields in the structure, tick All fields check box.

In fields, you can see the fields within the structure created.

Once you have done this step, we will have this attribute context available in Web UI Mail forms. In order to access Mail forms, please login using MARKETINGPRO Role or SERVICEPRO role.

Working with Mail forms is better explained in this : Wiki page

Create a Mail form using the Created Attribute Context and Attributes.

Once required fields are added to the mail forms, a HTML mail form is ready to be tested with a preview/. Boxed fields are the fields in which data will be populated dynamically.

Next step is to connecting Emails to transactions trigger points which can be done using Actions.

Creating mail forms using Actions are also explained in help.sap.com under WEM

In Addition, Business may want a functionality to switch on and off Emails for a specific Market for a specific transaction type for a specific business situation. This can be achieved by introducing a Custom table to store the Conditions and Mailform name.

To summarize solution,

• User save an order in SAP CRM in a certain status
• Action configured for transaction for the status of the business transaction . e.g Sales Order
• Based on the organization and other business conditions, Mailform picked from Custom table.
• Custom attribute context in Mail form provide required fields for making a dynamic email with order details.
• Use the normal mail send functionality to send email
• Monitor the email in SCOT

Hope this document helps who wish to enable HTML mails for business transactions within SAP CRM.

Note:- html mail forms should be tested thoroughly using test tools to make sure mail is seen in a clean manner in all major Browser/Versions.

CRM Business Transformation Studies provide valuable insight into successful CRM implementations and best practices. Read how SAP customers have transformed their business successfully using SAP software to become more customer centric.

Day & Zimmermann: Consolidating Global Operations to Grow Business 

Day & Zimmermann is a top global contractor serving governments and commercial customers. Operating in more than 150 locations worldwide, the company struggled with an array of point solutions that impeded collaboration across business units and made it difficult to capture and report cost. To consolidate operations, Day & Zimmermann implemented SAP software for enterprise resource planning - later upgrading to the latest version of the SAP ERP application to derive even more benefits.

CRM Business Transformation Study Asian Paints 

Learn how India's largest manufacturer of paints transformed its business with SAP Customer Relationship Management – moving from a strictly product-based company to a services model. Asian Paints achieved improved customer satisfaction of 80% and realized revenue totaling over US$16.6 million.

RM Business Transformation Study Cherry 

In this business transformation study, read how the German operations of Cherry used SAP Customer Relationship Management to better understand market needs, achieve continued growth, and help build new and lasting relationships with the company's network of partners, dealers, retailers, and customers.

CRM Business Transformation Study Colgate Palmolive - Mexico

Discover how this global market leader launched a major business planning project with support from SAP Trade Promotion Management. The results: reallocated trade spending, improved operations, better volume forecasting, streamlined promotion planning – and strengthened brand equity.

CRM Business Transformation Study Eastman Chemicals

Read how a worldwide manufacturer and marketer of chemicals, fibers, and plastics is reponding faster to market conditions and pricing requests with SAP Price and Margin Management by Vendavo, which works with the company's existing SAP software to produce precise data-driven pricing.

CRM Business Transformation Study Medline 

Find out how this major manufacturer and distributor of healthcare products improved its sales reps' effectiveness by increasing their visibility into customer information – even when in the field. With SAP E-Commerce, Medline also increased and improved customer use of Medline.com.

CRM Business Transformation Study Port of San Diego 

Learn how the Port of San Diego used the SAP Customer Relationship Management application to enhance customer service to fulfill its vision of becoming a world-class port. Learn how the port reduced the time to respond to requests and standardized business processes.

CRM Business Transformation Study Synopsys 

See how a world leader in electronic design automation (EDA) software for semiconductor design  improved efficiency and product quality to position itself for long-term growth by implementing SAP Customer Relationship Management in partnership with SAP.

CRM Business Transformation Study Wilson International 

Take a look at how this leading producer of tooling systems for sheet metal manufacturers positioned itself for growth with e-commerce solutions from SAP. Besides improving customer service and growing the business without adding staff, the company achieved a solid return on investment.

Explore solutions and discover what is CRM on sap.com.

For URL basedTransation Lancher there is a prerequisite that target Web page to be called from Transaction Launcher must be able to run in an IFRAME.

How to check if my URL runs in an IFRAM or not?

Steps:

1) Download the  URL_Iframe_Test.txt attachment and save it with ".htm" extension.

2) Open the file in any browser

3) By default "http://www.sap.com/index.html" URL is entered in the input text field.

4) Remove this URL and input the URL you are calling from Transaction Launcher

5) Click "Load Address into Iframe" Button

6) Then URL will be loaded into IFRAME if it is supported.

If the URL is not loaded successfully then it is not supported in IFRAME.

1. Background

Currently a lot of organization Use Google for the Work which is gives the access to E-mails, meeting and Work related collaboration .We have built a custom integration with SAP CRM for the contact’s Integration. This is giving the ease of operation to the users for creation of contacts and activities.We will not create any Accounts which we need to associate with the contacts.

2.  Creation of Contacts in Google

The contact is created in Google.

User will login in Custom Middleware and will try to Sync up the contact with SAP CRM.

Step 1: User will be authenticated by using user Authentication

Step 2 : We will try to map the contact with the existing Account in SAP CRM .We will get the possible list of Accounts from SAP CRM based on Name.

Step 3 . User will select the Account Mapping Confirmation to which he want to add relationship.

Step 4. If there are any duplicates in SAP CRM, then those will be shown in the contact updating screen, and these Details will be updated to SAP CRM

Step 5. If there are no duplicates found then we will create a new contact in SAP CRM.

Hi,

After sharing something about full load, we would like share with you about how to check the delta load issue.

Sometimes after loading data from CRM system to BW system using delta load, we find that some of the records are not correct. To check and debug this kind of issue, we need to reproduce it. But how to reproduce the delta load issue? Actually we could reproduce and check this issue in CRM system without loading data to BW system.

Firstly how a delta record is generated? Normally, when creating a document or changing a existing document (I mean, CRM transactions), a Bdoc is generated. And then this Bdoc is sent to the relevant BW queue. Finally we could find the delta record.

To check this kind of issue, a sample document is needed. And then to get the delta record, we need to do some modification to the sample document.

We could change the description of the sample document by transaction code CRMD_ORDER. Alternatively we could also do it in CRM webUI.

After that, go to transaction code RSA7 to check the delta record.

1. If there is no delta record generated, we need to check if there is a Bdoc generated.

If there is no Bdoc generated, we need to resolve the Bdoc issue firstly.

If there is Bdoc generated, we could set breakpoint at function module CRM_UPLOAD_BW_SRV  and check why the bdoc is not sent to BW delta queue.

2. If the content of delta record is not correct, you could use the transaction code RSA3 and check if this issue could also be reproduced by RSA3.

If this issue could also be reproduced by RSA3, you could follow blog troubleshooting for full load issue（CRM -> BW）to check this issue.

If not, please go to transaction code BWA1 and check which segment the affected field gets value from.

And then change the document again, and get the queue name in SMW01, like CSA_ORDER_******. Then in SMQR, deregister the queue.

After that, repeat to change the document, then go to SMW01 to check the content of this Bdoc.

3. If the content of Bdoc is already wrong, we need to do some analysis on the Bdoc generation process by setting breakpoint at CRM_UPLOAD_BUS_TRANS_MSG and do some debugging.

If it is right, set break point at CRM_UPLOAD_BW_SRV and do the further debugging.

4. If you would like to debug the whole process of this issue, you could set breakpoint at CRM_ORDER_SAVE.

Hope this blog could help you.