Enterprise Services for SAP CRM

Transcription

1 Applies To: SAP CRM For more information, visit the Customer Relationship Management homepage. Summary This Article describes about the ESOA Functionality. It emphasizes on the ES Workplace and Navigation. It helps the consultants to understand the Enterprise Services Concept and identify the Enterprise Services available for SAP CRM Service Order Management. It explains how to identify the Service Operations and Service interfaces available and discuss various functionalities related to CRM. Business Cases in this article helps in understanding how the ESOA concepts can be used to integrate their SAP System with other partner systems. Author: Ravikiran Pochiraju Company: Intelligroup Created on: 11 December 2008 Author Bio Mr.Ravikiran Pochiraju working for Intelligroup. He is Certified in SAP SD and SAP CRM (Telesales). He has nearly Six years of SAP Experience two years in SAP CRM and nearly four years in SAP SD. He is also worked on other modules of SAP like CS, GTS. He has good knowledge in Variant Configuration and EDI Submodules He has very good knowledge in CRM Service, Sales and E-Commerce.. He is an M.B.A graduate from Andhra University SAP AG 1

2 Table of Contents What is ESOA?... 3 Benefits of ESOA... 3 What is the ES Workplace?... 3 Navigating through ES Workplace... 3 How to find the Enterprise Services for CRM... 4 Why CRM Service?... 5 Terminology... 5 Process Component... 6 Service Order Processing... 8 Service Interfaces Available in Service Order Processing... 8 Manage Service Order In... 8 Read Service Order for Service provider... 8 Query Service Order In: Find Service Order by Service Assignment: Find Service Order by Party: Related Content Disclaimer and Liability Notice SAP AG 2

3 What is ESOA? Service-oriented architecture (SOA) is designed to enable the rapid development and adaptation of innovative business processes in pace with changing business requirements. It enables companies to address their priority issues with unprecedented ease and achieve significant business benefits. Within the SOA framework, complex business processes can be broken down into smaller process components and business objects, represented in software as reusable enterprise services. In a nutshell, enterprise services are highly integrated Web services combined with business logic and semantics; they can be accessed and used repeatedly to support business processes Benefits of ESOA SOA enables companies to implement and adapt business processes with unprecedented speed and ease, and to break down processes into smaller process steps for reusable enterprise services that can easily be adapted to changing business needs Features: Re-Usability Interoperability Flexibility What is the ES Workplace? ES Workplace is the central place to view consolidated information of all available enterprise services delivered by SAP. It provides various entry points for different roles ranging from architect to process experts. ES Workplace is starting point for enterprise SOA adoption from its discovery of services to the actual testing and building of exemplary composite applications proofing concept on a freely accessible hosted Business Suite for business and technologic justification Access to ES Workplace is not only for the Consultants but also for the other people in the industry. For example the IT users and Sales people can access the ES Workplace to get the information regarding the Enterprise Services. ES Workplace provides a structured and business oriented view of the Enterprise Services Repository. Objective of the ES Workplace is one stop shop for the available Enterprise Services for different applications like ERP, CRM and SCM etc. A role based search facilitates the key users like Customers, Consultants, Sales and BPX to obtain the information accordingly. ES Workplace can be accessed through the following link: Navigating Through ES Workplace As discussed earlier, different people access the ES Workplace for different reasons. The kind of information customers are interested is different than the Developer. For developer he needs more technical knowledge in the different areas. Power users so to say tend to use more the model-driven way of searching as they have understood the architectural and business paradigm when enterprise services are developed. People working in a particular industry prefer industry-related content. In addition to all of that, the level of information detail is different. To facilitate this ES Workplace can be browsed in four ways Enterprise Services Index ES Bundles Application Solution Maps Industry Solution Maps 2008 SAP AG 3

4 Following diagram shows the various navigation options on ES Workplace How to Find the Enterprise Services for CRM 2008 SAP AG 4

5 Why CRM Service? In today s competitive market with increasing installed bases at customer, price sensitivity, increasing customer expectations, we need a comprehensive solution for complete Service life cycle, from initial service planning to execution of final billing. Increasing product comparability and commoditization of products are services and stiff competition is also demanding the complete service solution. No doubt Customer Service has become one of the key factors in the customer satisfaction. This applies for winning new customers are to retain the existing customers. Terminology While we are browsing through the Process component view we need to know the following terminology to understand the Enterprise Services ServiceOrderProcessing Process Component Manage Service Order In Service Interface 1 (Inbound) Query Service Order In Service Interface 2 (In bound) Create Service Order Service Operation 1 Update Service Order Service Operation 2 Read Service Order Service Operation 3 Service Operations belong logically to Service Interfaces. Service Interfaces belong in their turn to Process Components. Service Interfaces adhere to a certain pattern which makes it more intuitive to quickly find and identify enterprise services. A manage-type interface incorporates typically create, read, update and delete type of Service Operations. For instance, the Create Service Order Service Operation belongs to Manage Service Order In Service Interface and Manage Service Order In belongs to Service Order Processing. This process belongs to Business Object: Service Order SAP AG 5

6 Process Component Has 1 or more: Service Interface(s) Has 1 or more: Service Operation(s) Process Components in ESM CRM 6.0 (CRM2007) Currently for CRM 2007 Service two Process Components are available. Service Order processing Service Confirmation Processing 2008 SAP AG 6

7 Service Order Processing - Process Component View: 2008 SAP AG 7

8 Service Order Processing Service Order Processing is used to handle short-term agreements between a customer and a service provider, in which the customer orders one-off services. Such an order could be, for example, to maintain or repair some equipment, making it necessary to send a technician along with spare parts. These services are usually billed. The service order is also used to schedule resources and plan availability of spare parts, and can include extra expenses required to execute service jobs (for example, travel expenses). The Service Order Processing process component comprises the planning, scheduling, and provision of resources and parts required to execute service tasks. Service Order Processing includes validation of existing contract and warranty entitlements, assignment of work items to the right service personnel resources and tight integration with enterprise logistics. Service Order Processing can also use functions such as pricing and tax calculation. Service Interfaces Available in Service Order Processing Manage Service Order In This inbound service interface can be used to retrieve service order details for a specific service order In this service interface the available Service Operation is Read Service Order for Service provider This Service Order Processing supports scenarios where service orders need to be accessed externally, as when working with external service providers, for example. In cases where external service providers perform work for a particular manufacturer, the manufacturer has typically made agreements with the external service provider describing how much work is to be performed within a specific time period. Before an external service provider confirms his work, he requires details of the arrangement to be charged during the resource assignment process. The service operation reads all attributes of the specified service order and service order items and provides this data, thus enabling the service provider to both execute and confirm the service order Features The query is executed based on the service order ID (mandatory), and optionally transaction type, service order item ID, item category, and assignment ID. If the optional parameters are specified, only those items meeting the criteria are read. The essential details returned include: Service order header data, such as ID, description, status, priority, dates Partner information, such as sold-to party, bill-to party, employee responsible Reference object information (installed base, installed base component, object, product) Item list with services or spare parts Item details, such as assignment dates Expenses from personnel capacities, cost of service parts, and accrued costs Subject codes Lifecycle status Notes 2008 SAP AG 8

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10 Example of Detailed Field Description: 2008 SAP AG 10

11 Example of WSDL Source XML Code: <?xml version="1.0" encoding="utf-8"?> - <wsdl:definitions xmlns:p2=" xmlns:p1=" xmlns:wsdl=" name="serviceorderforserviceproviderbyserviceorderqueryresponse_in" targetnamespace=" <wsdl:documentation>select order Details by Service Order ID</wsdl:documentation> - <wsdl:types> - <xsd:schema xmlns=" xmlns:xsd=" targetnamespace=" <xsd:import namespace=" /> - <xsd:element name="standardmessagefault"> - <xsd:complextype> - <xsd:sequence> <xsd:element name="standard" type="p1:exchangefaultdata" /> </xsd:sequence> </xsd:complextype> </xsd:element> </xsd:schema> - <xsd:schema xmlns=" xmlns:xsd=" targetnamespace=" <xsd:element name="serviceorderforserviceproviderbyserviceorderquery_sync" type="serviceorderforserviceproviderbyserviceorderquerymessage_sync" /> <xsd:element name="serviceorderforserviceproviderbyserviceorderresponse_sync" type="serviceorderforserviceproviderbyserviceorderresponsemessage_sync" /> - <xsd:simpletype name="logitemseveritycode"> - <xsd:annotation> <xsd:appinfo source=" <xsd:documentation /> <xsd:appinfo source=" </xsd:annotation> - <xsd:restriction base="xsd:token"> Query Service Order In This inbound service interface can be used to search for service orders by different criteria, such as service assignment or business partner. In this service interface the available Service Operations are Find Service Order by Service Assignment This inbound service operation can be used in situations where service orders have been created and directly assigned to an external service provider. The operation searches for a service order to which a specific external service provider or service employee (resource) is assigned by service resource planning, and provides the identification of the service order for the selected service assignment 2008 SAP AG 11

12 Features The query is executed based on the assignment ID. The information returned includes the service order ID, transaction type, service order item, ID, and item category. Find Service Order by Party: The Find Service Order by Party inbound service operation can be used to find all service orders to which a specific business partner is assigned, and can therefore be used when direct assignments do not exist. The business partner may occur in different business partner roles, such as sold-to-party, bill-to party, employee responsible. For example, an external service provider would like to see to which and how many service orders he is assigned. Though there is no direct assignment between him and the service order, he is assigned within the order with a specific partner function. Based on his business partner ID, it is therefore possible to retrieve a list of service orders. So as not to list all service orders, additional criteria are available to filter the list as necessary: Date to specify, for example, service orders for the current day, week, month, or a specified time range Status to retrieve, for example, all service orders that are not yet completed Features The query is executed based on the business partner ID, business partner function, system status, start and end dates, and reference object. The service order ID and description, transaction type, service order item ID, item category, sold-to party, system status, net value, priority, requested start and end dates, are returned for each service order contained in the list. The operation processes the following message types: ServiceOrderByPartyQuery_sync ServiceOrderByPartyResponse_sync 2008 SAP AG 12

13 Related Content Enterprise Services Wiki (in the SAP Community Network) For more information, visit the Customer Relationship Management homepage SAP AG 13

14 Disclaimer and Liability Notice This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is not supported by SAP. Changes made based on this information are not supported and can be overwritten during an upgrade. SAP will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document, and anyone using these methods does so at his/her own risk. SAP offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or code sample, including any liability resulting from incompatibility between the content within this document and the materials and services offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of this document SAP AG 14