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SAP CRM: Web Channel

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SSC is a new module which is getting popular in SAP variant configuration area.

SSC comes up with many good solutions to do complex modelling for products.

 

SSC modelling environment is known as SME(Solution Modelling Environment) which has the options to make more complex modelling. It is more similar to PME(Product Modelling Environment) of IPC.

SME modellers requires OOPS concept to create classes and its relations using SME. SME developers can use Eclipse IDE to do the developments. Master data will be downloaded to SME, and will be stored in the database connected to the SME local work space.

SME provides plugin to connect to the ECC or CRM , from where we can download master data and do modelling using that in SME.

once modelling is done we can do the testing of the model using the simulation environment available in SME.

The completed model from SME can be uploaded to ECC or CRM, and that will be available in the table comm_cfgkb.

 

 

SSC UI is more similar to IPC UI. SSC UI uses struts frame work and will be in J2EE stack of SAP NWA server.

SSC is not part of VMC of ABAP stack, we have to set up jobs from ECC/CRM, depends which system we use for the masterdata. These jobs will transfer masterdatas i.e kb's and all its details to EJB database of SSC, which resides in J2EE stacks.

SSC UI will communicate to this database and will get all modelling details in UI.

 

 

Currently pricing part is still handled by IPC, and SSC UI makes internal calls to IPC of VMC, which is in ABAP stack.

SSC can afford models comes from SAP-VC, i.e. from ECC system. We can configure models which makes use of instances of VC models and SSC models.

SSC provides very good options to make complex product solutions, which has multiple products and different combinations.

 

I will come up with more on this in my next blogs..!

Dear community,

 

As you know hybris OmniCommerce is the proud successor of former SAP e-commerce solutions.

 

 

In this context I would like to make you aware of two important events, the

 

     

 

Here all the links you need:

 

hybris Global Customer Days (Feb 9-11)

 

 

 

hybris Global Partner Summit (Feb 11-13) 

 

 

 

Maybe we meet each other there.

 

FYI and best regards,

Ingo

 

 

 

Dr. Ingo Woesner
Outbound Product Manager Retail and Omni-Channel
SAP SE

     The Dealers use the C&R application to place their returns online. The normal process is the dealer to select the return type, enter a product number and quantity for return for each item.  As the return which the dealer wants to enter manually can also be pretty big (>50 items) we shall give him the option to enter such data into a Excel spread sheet upfront, create a CSV-file out of it and upload the same in return screen. Here we shall see how to implement the solution in C& R  application.

 

The logical flow for the implementation is as follows

CSV file upload.gif


Steps for the above implementation


1) Add a upload button in the Create new return screen.

2) On click of the button call the action class and redirect to the newly created action class. the newly created action class will read the csv file and load the values in the return document

3) The code to add the line item to return document is as follows


 

ComplaintData complaint = (ComplaintData)getComplaintFromDocHandler(userSessionData, complaintBom);

 

The above code will get the Return document from the Document Handler (the class is common for both Complaint & Return)

Once the instance for return is instantiated we can use the same for manipulating the document. Here is a snippet for  adding the line item to return document.


The below loop will run for number of line items


while ((lineItem = br.readLine()) != null) {

 

  if(lineItem.contains(";"))

  {

  String item[] = lineItem.split(";");

  if(item.length==2)

  {

 

  ComplaintItemData complaintItem = (ComplaintItemData)complaint.createItemBase();

  complaintItem.setProduct(item[0]);

  complaintItem.setQuantity(item[1]);

 

  complaint.addItem(complaintItem);

 

  }

}



Dear Community Members,

 

Does your business feel like it needs a little extra push lately? Constantly struggling with the time-consuming processes of order taking in the field, notifying customers about delivery dates, checking on inventory, back orders, sales order errors, and more?

 

Best-in-class wholesalers mobilize their processes

Best-in-class wholesalers improve their sales operation efficiency by mobilizing their order taking and management processes.

 

Wholesalers that embrace the mobile sales force increase sales, while improving the sales experience for both the consumer and the sales reps.

 

Top-4 challenges in order taking

Wholesalers must overcome multiple hurdles in order taking:

  1. Re-keying in of paper-based orders taken in the field
  2. Orders not being “visible” until they’ve reached the ERP
  3. Hassles in dealing with paper catalogs
  4. Presenting the company’s brand in the most professional way.

 

Mobile sales force automation

With the introduction of cloud computing and SaaS, sales apps on mobile devices are increasingly affordable and flexible.  Leading mobile sales force automation (MSFA) solutions offer free trials with no risk or commitment, which means only-gain-zero-pain for you, the wholesaler.

 

MSFA solutions enable you to conduct sales activities, engage customers, fulfill and process orders anytime and anywhere.  These solutions enable you to present your brand via interactive e-catalogs with real-time visibility into inventory, so your sell only what you have in stock. As a sales manager, sales activity planning and management provide you full control into which customers your reps visit and when, which products your team promotes to your customers, what activities they perform, customer satisfaction, stock levels at the retailers, and more.  

 

Moreover, MSFA solutions take advantage of the mobile device by providing location-based services, presenting your customers by type on a map, enabling you to easily schedule customer visits; allowing sales reps to take pictures of the customer store to capture how their products are being showcased; and to leverage bar-code scanning for quick ordering at trade shows or stocktaking at the store.

 

 

 

Mobility also introduces technological challenges

With the addition of mobile technologies come some imposed challenges:

  1. Internet access is not always available, so MSFA solutions must be capable of working in off-line mode and to synch automatically and efficiently when back online.
  2. Businesses need to support multiple device operating systems- iPad, Android, and Windows 8, in support of BYOD initiatives.
  3. Presenting catalogs and inventories, taking orders, and more, requires bi-directional integration between the MSFA solution and your ERP. Moreover, the MSFA solution must be configurable to support the workflows that you have customized in your ERP to support your industry-specific needs.

 

The benefits are clear

Sales process will be streamlined, and should expect an increase in field sales. When dealing with a customer, your sales reps will be a lot more self-sufficient in accessing the financial data relevant to their customers, without having to interact with your back-office. Win-win for you and your customers. 

 

A case in point

A successful mobile sales automation implementation to learn from is Spanish company Escorpion. Escorpion is a world renowned manufacturer and distributor of women’s fashion knitwear. Their global sales team was able to incorporate mobility into their entire sales process. They saw a significant branding enhancement, representatives were granted instant access to data and graphics about clients and products, and all of the order confirmations were sent directly to the customer by email. “It has been very positively received by both our sales network and clients due to the image quality, ease of operation, and the range of management features available.”  The new MFSA solution is seamlessly integrated with Escorpion’s SAP ECC 6.0 system for product, customer, inventory, and invoice information. 

 

Jump on the bandwagon, now!

According to the National Association of Wholesaler Distributors (NAW) 40% of the business in this industry will deploy new technology, including mobility by 2015.  If you aren’t already planning on extending your order taking processing with mobility, chances are that your competition is speeding past you.

 

We would love to hear about your case studies, how the switch over to mobility for processing orders has improved your business as well.

In some cases the attribute context can’t be selected in the Mail Forms. Reason is usually that the Business configuration set (Business function) is not completely or correct activated. In such cases please do the following:

 

  1. Check via TA scpr3 if the Switch BC-set is available

Activate the Switch BC set with  utitlities -> user settings and mark “Allow Selection of Switch BC Sets”

   2.  Click on new BC Set Selection -> Selection by Switch BC Sets and search for “CRMV_DYNAM_ATTR_WEB_CHANNEL”

 

=> If the value is missing then please import the Switch BC Set.

 

=> If you find the Switch BC Set then do the following:

  1. Implement note 1824727.
  2. Run report “SCPR_ACTIVATE_SBCSETS” with option “Ignore Previous Activation”.

 

Best regards,

 

Nicola Nola

SAP WCEM Development

Steps in product upload process :

1. Upload image links or files to MDM repository.

2. Update mapping file with the product GUID & image file name .

3. Upload mapping file using import manager .

4. Map values in import manager .

5. Import the mapped records.

 

  • Upload image to MDM repository

08-Jan-14 12-32-04 PM.png

Choose Data group in which image has to be added .

        Upload from a folder

Choose link to original file only (If you dont want the file to be uploaded to MDM repository)

08-Jan-14 12-34-41 PM.png


  • File structure:

 


GUIDDefault Image

 

  • File import to MDM import manager .

08-Jan-14 12-09-38 PM.png

  • Mapping in import manager .

08-Jan-14 12-21-15 PM.png

  • Map GUID and Default Image (Source field -> Destination fields ).

 

  • Choose update the records option in match records tab .

Hi community,

 

If an user try to logon to the web shop with a language which is not supported in the connected backend, the logon fails. To avoid this situation you can set the standard language for the connection. To do this you set the language for the connection in the eai-config.xml file. You have to set for each <connectionDefinition> the following parameter. Here an example for english:

 

<param name="jco.client.lang" value="en" savevalue="" />

 

Best regards,

 

Nicola Nola

SAP WCEM Development

In the Web Channel backend customizing you have the possibility to maintain country groups. In the Web Channel Builder configuration of the user module you can select afterwards the country group, for which the application will be valid.

 

If in the backend more than twenty country groups are maintained, not all results are shown in the Web Channel Builder configuration. The root cause is, that in the standard implementation of the helpvalues-config.xml in the user module the maximum of values to be selected from backend is set to twenty entries.

 

<helpValuesSearch name="CountryGroup" type="simple" description="Country Group" maxRow="20">

 

To get all entries (if there are more than twenty) the user module has to be extended. Replace the helpvalues-config.xml with your file and change the ‘maxRow’ value according to your needs.

Dear community member,

 

if you have done a sorting inside a generic search result list view the default behaviour is that the page will not changed. But if you want to change this behaviour you have an easy possibility to switch back for example to the first page.

 

Steps:

 

  1. Extend the view component handler of the generic search (AdvSearchVCHandler.java)
  2. Extend the public method with the name sortResultList()
  3. Add the following line: setIndexOfFirstResultPage(0); after execution of the default functionality

 

The number between the round braces is the index of the result list row. If you have 10 rows per page the first index of the third page is 20; for the second page the index is 10 and for the first page the index is 0.

 

I hope I could help you with this information!

 

Best regards,

 

Rene Schwarz

SAP WCEM Development

I must admit that we've never been successful in convincing manufacturers to invest in their very first B2B eCommerce project.  In our early days, we would spend inordinate amounts of time trying to get some companies to see the light.

 

Cost savings.  Increased Revenue.  Better customer service.  Blah.  Blah.  Blah.

 

It mostly ended in the same place..."We don't need no stinkin' website"...or some thinly disguised variation thereof.  (I published that post almost exactly 5 years ago to the day. Wow!) None of those conversations turned into business for us at the time***.  Eventually I came to the realization that as much as I'd like to educate the industry about how great B2B eCommerce is and help those "on the fence" companies get into the game...I really can't afford to do that.

 

That simply can't be my job.

 

It turns out that my job is to make heroes out of those CIOs of SAP Manufacturers who have already decided that they need an SAP integrated B2B eCommerce website and are overwhelmed by the complexity and cost of implementing and supporting a workable solution.

 

I simply help them get it done.

 

With that said, if the B2B eCommerce market is really going to grow to Forrester Research's predictions of world domination, someone has got to educate the market and help them build the case to get on the web!  That's why I was delighted to see SAP hybris step up to the plate last week and issue a white paper entitled "A Guide to Creating an ROI Model to Assess the Effectiveness of E-commerce Platform".  You can see their YouTube announcement here and download a copy of the white paper hereAnd yes, I have an unbelievable amount of marketing budget envy!


Overall, it's definitely worth getting a copy.

 

Of course I wouldn't be doing my job if I didn't offer a few comments about it :-).

 

First of all, I was quite impressed with how close their eCommerce cost savings projections matched our actual experiences.

 

For illustration purposes, they assumed a $100M manufacturer converting 50% of their business to the web (that conversion rate seems a bit high).  They would process 74K orders with an average order value of $667 (those are indeed typical numbers for a manufacturer with a dealer channel).  The hybris model predicts that that organization will realize a $2.1M labor savings in servicing those orders...keying them into the system and responding to customers about errors, delivery status etc.

 

By comparison, based on our November transaction data, one of our clients has an annualized eCommerce turnover of $86M (about 30% of their overall turnover) that is produced by 96K orders at an average value of $896 each.  A little larger than the hybris model, but pretty close.

 

DMGoals112013

 

In that same November time period, our b2b2dot0 service was able to defray $169K in Customer Service costs for an annualized savings of ~$2.0M.  Our Google Analytics Goal Data (in the accompanying graph) sums up all of the customer services costs in real time (order entry, status checking, document reprints etc.).  Which brings up a whole other point...does anyone ever go back an audit their cost justification numbers?  We do.  In real time.

 

Compared to our data, the hybris cost savings projections are a bit optimistic (maybe they need to be in order to support their higher price :-)), but they aren't too far from the truth.

 

A few other notable observations to be made about the hybris ROI white paper:

 

"In most B2B firms, order costs may range from $50 to $150 per order without an e-commerce system.  This can drop to $25 or less with a best of breed platform integrated with back office systems."  85% of our clients pay less than $2.62 per order for their eCommerce orders.


"A 100 page product catalog mailed to thousands of customers can cost hundreds of thousands of dollars per year to produce and distribute".  That might be true, but for many Industrial Manufacturers that's going to be an unbelievable difficult habit to break.


"Implementing a leading e-commerce platform can render a variety of legacy systems obsolete-including systems like order entry and fulfillment".  Seriously?  Hey SAP!  Are you prepared for a name change to "SAP a hybris company"? :-)


"E-Commerce platforms increase revenues for B2B sellers by helping them take quicker advantage of new product launches".  See my comment about breaking the paper catalog addiction.


"...it's important to remember that speed-to-market with an ecommerce platform can act as a multiplier of these benefits." Amen!


Well done hybris.

 

Sam

 

*** We are about to start a project with one client who has been mulling over the ROI of replacing their SAP Internet Sales application since our first conversation with them in 2008.  Turns out that a new CEO provided the clarity they needed. :-)

Dear SCN community,

   

the handling of supplier products without a material master in ERP SD and MM order processes is becoming increasingly important, especially in the Retail and Wholesale Distribution space. In Retail and DIY home improvement businesses the handling of supplier products is also called "Long Tail business".

    

Amazon and Thalia are known key players in in the Long Tail business and offer customers a wide variety of alternative products to choose from.

  

In my new blog which I published in the SCN ERP SD Sales Community I propose concepts to realize a Long Tail scenario in various business scenarios, and also in a web shop, either hybris or WCEM/InternetSales.

  

I hope you find the proposed concepts useful and I am looking forward to a fruitful discussion to bust the myth about the complexity to realize it.

 

 

Best regards,

Ingo Woesner

 

 

      

Dr. Ingo Woesner

Product Manager - Multi Channel

Suite Development Application Innovation

SAP AG

Dear community,

  

today I became aware of an upcoming event where the great ERP Product Catalog extension CatMan Suite is presented. Unfortunately it is held in German only.

 

A blog about CatMan Suite in SCN as well as recordings are available here:

  

   

The CatMan Day event (German language only) is on January 22, 2014 in Walldorf/Germany and is offered free of charge by SAP Consulting Germany.

 

On January 21 and on January 23, a 1-day (German) CatMan training is offered. You can register here.

 

Key contact is Helmut Back / SAP Germany.

  

Please find the details of the CatMan Suite Day below..

 

Best regards,

 

Ingo Woesner

Product Manager - Multi Channel

SAP AG

 

********************************

WEC-0018.jpg

 

WEC-0019.jpg

Dear community members,

 

On Oct 21, 2013, WCEM 3.0 SP01 was released, providing new functionality and improvements:

 

  • Standard Web services and Web service functions that are based on Open Data Protocol (OData) allowing to create applications, for example, mobile applications
  • Plug-Ins in SAP NetWeaver Developer Studio (NWDS)
    • Module Wizard
    • Web Service Wizard
    • Web Services functions wizard
  • The user interface now uses JavaServer Faces™ 2 (JSF), version 2.1.10 (see SAP Note 1859344)
  • Business event capturing captures actions of Web shop customers by means of predefined business events, such as logon, view product, add to cart, and place order
  • Enhancements with Product Variants
  • Improved response time of the catalog by caching prices and asynchronous pricing
  • Display of invoices in PDF format from the Order Details
  • Extended User Interface (optional)
    • Displaying price columns "unit price" and "total price"
    • Price Analysis at item level
    • Improved display about product availability and product delivery
    • Web shop customers can change product units
    • Quick order entry - Web shop customers can enter product IDs directly for each item (line item or row)

 

 

You find all related information, documentation and guides about WCEM 3.0 SP01 here.

 

 

Enjoy,

Ingo

 

 

Dr. Ingo Woesner

Product Manager

SAP Web Channel Experience Management - Rollout

Suite Development - Application Innovation

SAP AG

Introduction

User is creating a shopping cart order in e-commerce site.

For particular partner number, we would like to show credit card payment mode as only payment method when user clicks at checkout in e-commerce site.

 

Audience

Technical CRM / ABAP Consultant

 

Purpose

This document show complete solution approach to achieve the requirement mention in introduction section.

 

Dependencies/Pre-requisites

None

 

Technical Process steps

  1. Implement BADI in SE19 as ZCRM_RISK_MGMT_BADI.
  2. Implement method GET_PAYMENTTYPES.
  3. Use function Module 'CRM_ORDER_READ' to get partner number attached to order.
  4. If particular Partner number found in partner internal table, keep CT_ALLOWED_PAYMENT_TYPES as ZERO, and delete rest of allowed payment types.

 

method IF_EX_CRM_RISK_MGMT_BADI~GET_PAYMENTTYPES.

DATA: lt_headerguid_tab       TYPE crmt_object_guid_tab,

w_part_tmp type CRMT_PARTNER_EXTERNAL_WRK,
lt_partner TYPE CRMT_PARTNER_EXTERNAL_WRKT.

 

INSERT IV_ORDER_GUID INTO TABLE lt_headerguid_tab.

CALL FUNCTION 'CRM_ORDER_READ'
EXPORTING
IT_HEADER_GUID                     lt_headerguid_tab

IMPORTING

ET_PARTNER                        = lt_partner.

IF SY-SUBRC <> 0.
* Implement suitable error handling here
ELSE.

loop at lt_partner into w_part_tmp
where PARTNER_NO = '3273'.

    delete CT_ALLOWED_PAYMENT_TYPES where TYPES <> '0'.
exit.
endloop.
endif.

endmethod.

 

Customizing

 

None

 

Demo Information

 

Search item and add to cart and click in checkout.

Before BADI activation payment method invoice is coming.

before.png

 

after1.png

 

After badi Activation, Payment method had been changed.

 

after2.png

Conclusion

We can achieve result the by implementing the BADI CRM_RISK_MGMT_BADI. There are other payment methods also available like cash on Delivery. Here we have hard coded Partner number, but we can also have logic to first find the partner numbers (as example, search all customers who have exhausted credit limit) then show only cash on delivery for such partners.

I have noticed some WCEM shops live in the internet with security problems and settings that have a negative impact on the performance of these shops. Also missing SEO settings for title and meta description are often recognized. Most of these problems can be avoided and/or changed easily. The following basic checks should be done before going live:

 

Security

 

1. Check: Can the Web Channel Builder (WCB) be reached from the internet?

This should not be the case. Even though WCB requires a logon it is not a good idea to expose it to the world and giving hackers the chance for brute force attacks.

 

Solution: Adjust the reverse proxy/network settings so that WCB cannot be reached from outside. The same should be the case for the Java AS itself.

 

2. Check: Are stack traces exposed in the browser window?

Exposing stack traces in the browser window is a good feature for developers during development. In a productive system they can give hackers hints how to attack the site. Stack traces can contain program names, pathes on the server as well as internal server names. WCEM offers the ProjectStage setting to switch between the Development and Production stage. When this is set to Production, no stack traces are displayed.

 

Solution: Switch the ProjectStage to Production. See below for details how to switch it.

 

Performance

 

1. Check: Is ProjectStage set to Production?

If not, the shop runs not in a performance optimized manner. There are additional logs, files are not cached and read again and again from the disk, additional checks are performed in the runtime...

 

You can check the current setting by adding the url parameter "&wec-debug=true" to a WCEM url in the shop. If this has no effect, ProjectStage is set to Production and all is ok. If all views are framed with red dotted borders and view names are displayed there, the setting is wrong and should be changed.

 

Solution: Switch the ProjectStage to Production. In the generic part of the development and extension guide you find in chapter 5.3.2 the ways to change it (context parameter in web descriptor or JNDI setting over telnet).

 

SEO

 

1. Check Titel und Meta Description

For search engines, it is important that pages have a meaningfull title and meta description. The default texts WCEM is delivering have to be changed to avoid that e.g. google search result shows all pages as "SAP Web Channel Experience Management" instead of a shop specific text.

 

Solution: See Blog http://scn.sap.com/community/crm/web-channel/blog/2013/07/09/how-to-change-the-default-browser-title-and-the-default-meta-description

 

Further

  • Check in NetWeaver Administrator, that the trace level is set to "warning" or "error", not to "debug" (Performance).

 

Please let me know, if there are further important checks. I will incorporate them into this post.

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