SAP Customer Relationship Management (CRM) provides highly developed functionality for marketing, sales and service. It supports customer-centric business processes across multiple interaction channels. Further, it enables organizations to achieve the goal of customer-driven growth and helps them stand-out in the competitive market by providing superior customer experiences. To improve customer engagement levels and to present elevated degrees of customer contentment, SAP has initiated the SAP CRM WebClient UI Framework.
With the CRM WebClient UI in place, SAP Customer Relationship Management (CRM) delivers a synchronized online user interface. The WebClient UI is designed for business users and presents a role-based online workspace that offers user-friendly navigation and interface.
The framework design of SAP CRM is based on different software layers. These layers are detached from each other. Their severance allows linkage of any business application, via the business object layer (BOL) and generic interaction layer (genIL) to the presentation layer.
- Presentation Layer: The presentation layer of the CRM WebClient UI is founded on the CRM User Interface Framework, which is also the foundation for the HTML pages running in the web browser. It is controlled by the Business Server Page (BSP).
- Business Layer: The business layer of the CRM WebClient UI comprises of the following:
Business object layer (BOL):The business object layer saves the business object data, for example of sales orders. This layer ensures disconnection of the CRM WebClient UI and the underlying business logic.
Generic interaction layer (genIL): This generic interaction layer enables consistent data transfer from the business object layer to the application programming interfaces (APIs) of the underlying business engine, and thereby connects the business object layer and the underlying business engine.
- Business Application: The business application sub-module consists of business logic and database tables.
The business role of WebClient UI Framework is the access point into the application from an end user perspective, during runtime. Applications that use the WebClient UI framework can characterize different business roles, thereby targeting different user groups. Business roles contain business related settings as well as technical settings.
At the time of startup of this application, the end user has to select one of the assigned business roles. At runtime, the business role makes sure that the user gets a dedicated UI. The UI is designed to have specific characteristics and functions which perfectly fit with the business needs of the role assigned. Through CRM WebClient UI, the user is allowed to access only those applications for which he has authorizations. If a user has already been assigned a single role, he will not have to choose a role at the time of logging in. But then, in case multiple roles have been assigned, the user will have to select one of the available roles in order to log in to the CRM Web UI.
The applications and functionalities accessible to a user in the CRM Web UI depend upon the role selected. Go for SAP CRM WebClient UI Framework and engage customers- the right way!