SAP CRM 2007Detailed View
SAP CRM 2007
Web Service Tool
Disclaimer
This Presentation is a preliminary version and not subject to your licenseagreement or any other agreement with SAP. This document contains
only intended strategies, developments, and functionalities of theSAP® product and is not intended to be binding upon SAP to any
particular course of business, product strategy, and/or development.Please note that this document is subject to change and may be
changed by SAP at any time without notice.
SAP assumes no responsibility for errors or omissions in this document.
© SAP 2007 / Page 3
1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up
What we will cover
COMPREHENSIVESIMPLE FLEXIBLE
SAP Delivers CRM Without Compromise
Delivering on SAP’s Enterprise SOA RoadmapSAP CRM 2007 provides enterprise services
Delivering on SAP CRM’s promise to deliver flexible CRM solutionSAP CRM 2007 provides Web Service Tool enhancements
Delivering on SAP’s Enterprise SOA and SAPCRM’s Roadmap: SAP CRM 2007
Web Service Tool for SAP CRM
SpecialCRM Market
Needs
Model-Driven Workbench
Quick Service Definition andProvision
Flexible Service Management
Service Cuts as You Need Them
Flexibility
Speed
Innovation
Web Service Tool: Technical Overview
Wizard-based service object definitionwith Web Service Tool based onCRM’s BOL
Function module creation for eachservice operation
Web service creation with SAPNetWeaver’s service environment SAP CRM 2007
GENIL layer
Business object layer
SAP NetWeaver 2004s
Design layerDesign tool
Transformation layer
Function module generation
Web service generation
Web Service Tool: General Overview
Coding-free servicemodelingCustomer BOLobjects canbe leveragedReuse of givenservice definitionsMain objects willbe enabled
User-friendlydefinition processOnly four steps todefine a serviceTechnical complexityis hiddenAllows rapid servicedeploymentUsage of compoundservices
Service objects aretransformed intofunction modulesWeb services arebuilt on topSAP NetWeaver WebService infrastructureis leveraged
Based on CRMBusiness Object Layer
(BOL)Model-driven service
definitionEmbedded into SAP
NetWeaver
ServiceTool
ServiceTool
Tool Characteristics
Web Service Tool: Basic Characteristics
Supported Methods Service Characteristics
Basic queriesRead operationsCreate operationsChange operations
Stateless servicesSynchronousservicesLimited to one givenBOL objectServices follow theWorld Wide WebConsortium (W3C)standards(e.g., XML and SOAP)
Wizard-basedBased on CRM’s BOLSecurity settingsDefault valuesAccess to WebService DefinitionLanguage(WSDL) fileTest environment
Feedback from Accenture
First xApp built with CRMWeb Services Tool by AccentureConsulting
Fully service-based
Uses Adobe Forms
Flexible adjustable
Short time-to-market
SAP and Partners
“ “The Web Services Tool improvesand advances the creation of Webservices significantly.It accelerates the development ofCRM projects because it:
Requires less knowledgeIs easy to use and understandIs transparent
The Web Services Tool workslogically and intuitively through theprocess of creating Web servicesbased on the CRM Business ObjectLayer.”
Arno Huhn, Accenture
© SAP 2007 / Page 10
1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up
What we will cover
Individual Service Definition has NeverBeen Easier
Select the objects that are the basis for the Web service
Select all needed attributes for the Web service
Maintain the selected attributes and assign default values
Generate the modeled Web service
Web service and WSDL can be tested and then be readyfor consumption
Model-driven definition of Web services without any extra coding
Web Service Creation in SAP CRM
Create WebServices in foursimple steps
Create WebServices foralmost anytransaction inSAP CRMex: Quotation,Order, Lead,Opportunity,ServiceRequest etc..
Creation doesnot require anycoding
Start Screen: Object Overview List
From each screen you can switch to Expert Mode to view technical informationof the objectsBasic information about the current screen, your options,and the proposed steps is displayed on each screen
Search for a service objectUse filter criteriaGo to object detailsCreate, copy, or delete an
objectFilter error information after
you have transported anobject*
* New with CRM2007
Wizard Screen 1: Select Objects
The wizard offers easy navigation with the Next and Previous buttons or with a direct click on the wizardsteps (numbers)
Specify a name and select theneeded usage type for the object
Choose needed service operationsSelect the business and main
object (root object) for the serviceSelect the required query objects)
for the serviceSelect a component set to create
services that contain more thanone business object *
* New with CRM2007
Wizard Screen 2: Select Attributes
Experienced users can display technical BOL names for further information
Choose the respective relationon the left side of the split screen
Select the needed attributes onthe right side
You can select one, all, orseveral attributes per relation
After finalizing a relation, clickConfirm Selection; then choosethe next relation
Choose expert mode to gethelpfull information on the requiredfields for your serviece *
* New with CRM2007
Wizard Screen 3: Maintain Attributes
Maintain your service object to adapt it to your specific needs
* New with CRM2007
Replace the attribute name with areference name for the WSDL
Maintain or exclude the attributesof the query objects
Predefine default values forattributes as proposals for theservice consumer or as pre-defined values that can not bechanged by the consumer any-more
Export the structure of your ser viceobject to MS Excel for furtherdocumentation *
Wizard Screen 4: Final Object Settings
Start the service test environment and expose the WSDL file
Security settings can be assignedto the service object
For service objects, only theservice-specific settings have tobe given
Perform a consistency check forthe defined objects
Activate a service object to createthe respective Web serviceinterface
Set an object to “Productive” toindicate that it is in active use andto freeze its definition
Information about the availabilityin the respective clients isdisplayed *
* New with CRM2007
Wizard Screen 4: Testing and WSDL Exposure
Launch the SAP NetWeaver test environment and expose the WSDL fileTest your service right after creationExtract the WSDL file for direct consumption
Enhancements: Web Services Tool - CRM2007
Compound ServicesWith CRM2007 it is possible to build services (read and change) thatcontain more than one business object. Thus, you can now get thebusiness partner address details within a service call against a salesorder.
Display of mandatory fieldsWith CRM2007 the web service tool displays all mandatory fields for theservice objects in the wizards screen two
Excel exportWith CRM2007 you can export the structure of your service object into anExcel sheet, including your personal settings regarding default values andreference fields
Attributes for better usabilityWith CRM2007 the web service tool provides further technical details forthe user, such as the client information where the service is released
Status and Lifecycle Management of aService Object
Draft
Activated
Productive
Not productive
Service object states
Service objects can have fourdifferent states. Depending on
the status of the object, youcan edit or change object.
To test or consume a service,you must activate it.
Further changes to the objectare permitted as long as it
has not been set to productive.
Service objects can have fourdifferent states. Depending on
the status of the object, youcan edit or change object.
To test or consume a service,you must activate it.
Further changes to the objectare permitted as long as it
has not been set to productive.
Status: DraftInitial and edit statusAll kinds of changes are permittedObjects are saved and can be enhanced later on
Status: ActiveWeb service created and available for testing andWSDL exportObject changes are permitted by setting the statusback to draft (edit mode)Web services and WSDL are overwrittenautomatically during next activation
Status: ProductiveStatus indicates active use of service interfaceObject cannot be changed, but it can be copied
Status: Not productiveStatus indicates that service is not usedObject can be set back to productive, deleted, copied
© SAP 2007 / Page 21
1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up
What we will cover
Consumption of Web Services
Customers and partners can easily build composite applications ontop of predefined CRM enterprise services or their individualgenerated Web services
The services can be consumed from any system that follows the service-orientationapproach and allows the consumption of Web services such as Microsoft Word or AdobeInteractive FormsAs an example, the following slidesillustrate the basic steps that areneeded to create an interactive formthat consumes CRM services
… based on your individualWeb services
Build your composites …
Examples for Service Consumption
Adobe Interactive Forms
Microsoft Excel & Word
User Interfaces
Mobile Devices
Widgets
Integration Scenarios
....
SAP CRM ConsumingService InterfacesWord Integration
(Standard Integration)
Use Case for Leveraging Services
MS-Word Integration based on SAP CRMServices – Design Time
Design, saveand re-useyour templateat the click ofa button
Drag dropobjectattributes intostatic text fordynamiccompilation ofdocuments
Connectivity isdone based onCRM services
MS-Word Integration based on SAP CRMServices – Run Time
Launch thetemplatecompiled withthe objectattributes atthe click of abutton
Enjoy theautomatic re-sizing of thetabular data
Edit thesystemcompileddocument tofit your needs
Save thechanged copyas anattachment
SAP CRMAdobe Integration
(Example)
Use Case for Leveraging Services
Adobe Forms Leveraging Services
Export CRM data toAdobe FormsEnable offline scenariosReplace manual stepsby leveraging services
Adobe Forms
Processes
People and roles
Example: Service Request Processing withExternal Service Provider*
CRM CRM
Problemcall
interactioncenter
Createservicerequest
Scheduleon-site visit
Informservice
providerView task
Confirmon-sitework
Send info Confirmation Invoice
Today’s business problemAfter assigning external service providers toservice requests, thedata transfer process must betriggered manuallyService request data cannot betransferred appropriatelyConfirmation data must be written on paperand then entered manually intothe CRM systemComplete process is time consuming anderror-prone
Solution: Adobe leveragingservicesReplaces inefficient and error-proneprocessEnables very short time-to-valueEnables easy adjustmentsExchanges all relevant information inelectronic form to speed up the processand avoid errors
Interactioncenter agent
Customer Service resourceplanner
External serviceprovider
Service manager(optional)
Billing clerk(optional)
Offline
* Remark: Presented Adobe is not part of regular CRM shipments
Adobe Interactive Form: Service Requestswith External Service Provider
* Remark: Presented Adobe is not part of regular CRM shipments
Adobe Lifecycle Designer
Example: Consuming CRM Web Services withAdobe Form Designer
Step 1: Testing the Web Service
CRM services can be easily tested with the wsadmin transactionor directly from the Web Service Tool
* Enterprise services are also maintained in ESR and Enterprise SOA exploration workplace (SDN)
Step 1: Testing the Web Service (cont.)
* Enterprise services are also maintained in ESR and Enterprise SOA exploration workplace (SDN)
CRM services can be easily tested with the wsadmin transactionor directly from the Web Service Tool
Step 1: Testing the Web Service (cont.)
* Enterprise services are also maintained in ESR and Enterprise SOA exploration workplace (SDN)
CRM services can be easily tested with the wsadmin transactionor directly from the Web Service Tool
Step 2: Generating the WSDL File
The WSDL of a service can be easily generated and stored
Step 3: Consuming the Web ServiceExample: Form Designer
The WSDL can be easily imported into the Adobe Interactive Forms Designer
Step 3: Consuming the Web ServiceExample: Form Designer (cont.)
The service request and response messages are displayed in the data viewof the designerNow the form can be built by dragging and dropping the attribute fields
Step 3: Consuming the Web ServiceExample: Form Designer (cont.)
After building thebasic structure of theform, graphicalelements can beadded and fieldattributes can be set
Result: Adobe Form Consuming CRM Services
After rendering theXML document, thePDF is ready foruse
Adobe Form Consuming CRM Services
© SAP 2007 / Page 41
1. Web Service Tool2. Defining a Web Service3. Consuming a Web Service4. Wrap-up
What we will cover
7 Key Points to Take Home
Build your individual service in a few minutes
Change or copy given services “on the fly”
Define services exactly as you need them
Use comfortable wizard for service definition
Manage default values for service attributes
Reach ROI much faster for your Service-Oriented Architecture (SOA)projects
Leverage SAP NetWeaver’s Web service infrastructure
Interested ?
For further details on the Web Services Tool, please have a look at the CRMEXpertMarch Edition for a general overview on functions and featuresAugust/ September Edition to get technical background information
© SAP 2007 / Page 44
Further information - SOA
SAP Developer Network on Enterprise SOA:www.sdn.sap.com/irj/sdn/developerareas/esa
SAP Developer Network on Web Serviceswww.sdn.sap.com/irj/sdn/developerareas/esa/webservices
SAP Developer Network on Enterprise ServicesCommunitywww.sdn.sap.com/irj/sdn/developerareas/esa/esc
World Wide Web Consortium on Serviceswww.w3.org
© SAP 2007 / Page 45
Further information – SAP CRM
SAP CRM - Roll-Out Maphttps://portal.wdf.sap.corp/go/crm-rollout-map
SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm
SAP CRM – Demo Portalhttp://crmportal.wdf.sap.corp:1080
SAP CRM – WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home
SAP CRM - Help Portalhttp://help.sap.com/crm
SAP Public Webhttp://www.sap.com/crm
© SAP 2007 / Page 46
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