SAP CRM: Technical Principles and Programming

Acknowledgments ... 13
Introduction ... 17
1. Understanding the Basic Architecture of SAP CRM ... 25


1.1 ... Defining Customer Relationship Management ... 25
1.2 ... Reasons for a Separate SAP CRM System ... 35
1.3 ... Technical Landscape of SAP CRM ... 38
1.4 ... Summary ... 51


2. The SAP CRM Data Model ... 53


2.1 ... Data Model Background ... 53
2.2 ... Business Partners ... 55
2.3 ... Products ... 69
2.4 ... One Order: SAP Business Transaction ... 77
2.5 ... Marketing Attributes ... 94
2.6 ... Summary ... 103


3. Data Model Extension Techniques ... 105


3.1 ... Easy Enhancement Workbench ... 105
3.2 ... Application Enhancement Tool ... 118
3.3 ... Manual Enhancements: Don't Try This at Home ... 137
3.4 ... Marketing Attributes ... 138
3.5 ... Product Master Attribute Sets ... 144
3.6 ... Summary ... 154


4. Business Transaction Event Framework ... 155


4.1 ... Introduction to the Business Transaction Event Framework ... 156
4.2 ... The Three Main Components of the Business Transaction Event Framework ... 157
4.3 ... Standard Delivered Events ... 176
4.4 ... Event Trace ... 181
4.5 ... Creating an Event Module ... 185
4.6 ... Summary ... 200


5. Data Extraction and Loading with the XIF Adapter ... 201


5.1 ... Introduction to the XIF Adapter ... 201
5.2 ... Loading Data via the XIF Adapter and the Legacy System Migration Workbench ... 204
5.3 ... Loading Data via XIF and Custom Code ... 225
5.4 ... Extracting Data via the XIF Adapter ... 238
5.5 ... Summary ... 243


6. The Post Processing Framework: Output and Actions ... 245


6.1 ... Introduction to the Post Processing Framework (PPF) ... 245
6.2 ... Customizing ... 247
6.3 ... Action Scheduling ... 272
6.4 ... Using Actions for Nonoutput Tasks ... 278
6.5 ... Summary ... 290


7. Common Enhancement Requests in Sales and Service ... 293


7.1 ... Requiring Fields in a

Stephen Johannes is a system analyst who currently supports a productive SAP CRM implementation for a large specialty chemical company in the United States. He graduated from the University of Missouri-Columbia. He has worked with the SAP CRM solution as a developer providing enhancements to the standard platform for SAP customers since 2001 in both consulting and application support roles. During this time frame, he has gradually become a functional/technical resource on SAP CRM and will claim that he only codes when necessary or is just in the mood. Stephen is also a moderator on the SAP Community Network (SCN) for the Customer Relationship Management Space since 2009 and has been actively answering questions off and on since 2005 on SCN. He was recognized in 2009 as an SAP Mentor for his contributions to the SAP ecosystem through SCN and remained active as an SAP Mentor until early 2012. He's currently looking at rejoining the SAP Mentor program in 2013. To make sure that his life is busy 24/7, he's currently married to his wife Karon and is the proud father of two children: Emily and Zachary. He's an avid St. Louis Cardinals and Mizzou Tigers Fan. In addition to watching sports, he's a slow but steady recreational runner who enjoys running outdoors when the weather permits. You can reach Stephen via Twitter @sjohannes.