SAPtips4On CRM

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February / March 2007 Volume V Issue 1

Enhancing SAPs Customer Interaction Center Workspaces

with WebClient or WinClient
By Scott Cameron, SAP CRM Consultant

Editors Note: Does it often seem From the WinClient perspective,

that every tool or new functionality
only brings with it more layers of com-
plexity to learn and conquer? Well,
we cant eliminate all of these, but
with Scott Camerons expert advice
we can help you make the CRM Cus-
tomer Interaction Center workspaces
a little easier to navigate. This may
seem like a trivial matter, but when
you add the keystrokes and time
saved by the end of the day, youll
realize just how big it really is. Scott
takes you through the configuration
and points out the pros and cons of
the WebClient vs WinClient platforms
along the way. Call the doctor and
cancel the appointment. It looks like
you wont be needing that carpal
tunnel surgery after all.
One of the main
drawbacks of
WinClient is the rigid
Call Center structure.
Youll notice that one of the main
drawbacks of WinClient is the rigid
Call Center structure. Figure 1 shows
the standard WinClient profile.
the expansion will be controlled by
the end user and gives the end user
the freedom to expand his or her work
areas. These areas are controlled with
a button on the toolbar. Figure 2 dis-
plays the Toolbar buttons.
By clicking these buttons you can
expand the working area. Figure
3 shows an expanded navigational
area. This will allow the user to max-
imize the screen. If you are looking
for a monitor for your call centers,
you should know that SAP devel-
ops their programs for a 19 moni-
tor. Anything greater than 19 does
not maximize the WinClient scrolling
functionality.

One of the questions I have been

asked most frequently over the years
is can we expand and collapse the
Customer Interaction Center (CIC)
workspaces to reduce the need for
scrolling? The answer to this ques-
tion is yes. In this article I outline
the configuration needed to expand
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both the navigational and applica-

tion workspaces. All of this configu-
ration is standard, and is supported
from version 3.0 to 5.0.

First youll need to determine which

platform best suits your purpose. For
years there has been a debate as to
whether WebClient or WinClient is
the best platform for your CRM Cus-
tomer Interaction Center (CIC). At
the close of the article, Ive inserted
one of my Quick Hits, to outline
the main differences between CRM
WinClient and WebClient. Hopefully
this will help you choose the best
approach for your environment. Figure 1: Standard WinClient Profile

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February / March 2007 Volume V Issue 1

To collapse the screen and return

it to the standard, just click the
Expand/Collapse button again.

Now to configure this, you need

to access the IMG within the office
framework. Access it through the
menu path IMG Customer Rela-
tionship Management Interaction
Center WinClient Definition of
Office Framework Define Office
Framework ID and Parameters.

Remember,
you control the
frameworks Figure 2: Toolbar Buttons

assigned to the
profile.
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Once in this screen, select the office

Framework ID, as shown in Figure
4.

Select the ID for the Framework

in which you would like to have this
functionality. Remember, you control
the frameworks assigned to the pro-
file.

Figure 3: Expanded Navigational Area

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February / March 2007 Volume V Issue 1

Figure 4: Framework ID Selection Screen

This configuration is a two-part

step. First you will assign the visible
components, and then you will assign
the hidden components.

First the visible components: select

the ID of the Framework you would
like to add the buttons to. Once high-
lighted, double-click on the Visible
Components folders on the left tree
structure.

Your screen should look like the Figure 5: Visible Components

one in Figure 5.

You will need to add entries for

Slot 5 and Slot 6. Remember this is
not an all or nothing configuration.
If you would like to add expansion
capabilities to just one Framework,
such as the navigational area only,
you can.
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Next you will need to add the

assignment of the hidden compo-
nents. This will give you the func-
tional assignment to be accessed from
the WinClient profile. The profile is
assigned to the users to control the
screen layouts.
Figure 6: LAYOUTSWITCH Configurations
To access the next screen, double-
click on the Assignment of Hidden
Components to Framework IDs fold- Remember to save your changes Note that this configuration is a
er. You will need to add the entry of along the way. Since this is a configu- supplement to the standard WinCli-
the LAYOUTSWITCH. rable object, you must transport this ent profile setup and assignment.
through your landscapes. This piece of configuration is used to
Figure 6 shows this configuration. expand the functionality of your CIC

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February / March 2007 Volume V Issue 1

working environment. This configu-
ration is not widely known, but does
enhance your end-user experience,
with little configuration effort.
For performance and
stability you
are better off with
the WinClient.
Quick Hits:
I havent written a Quit Hit for
SAPtips for quite some time, so I
must be overdue.
This Quick Hit is WinClient vs
WebClient the differences between
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You should know that the basic
principles (processes and functional-
ities) are the same within both user
interfaces. SAP does still support IC
WinClient, but new developments are
focused on the IC WebClient.
For performance and stability, you
are better off with the WinClient,
although SAP is catching up in that
area with the WebClient. SAP claims
that both UIs should be comparable!
Furthermore, from an end-user
perspective, the way of using the two
tools is quite different. The WebCli-
ent is much more user friendly, with
an overview that is much simpler and
more intuitive.
Customizing for both applications
is done separately. You will have a
separate customizing path for IC
WinClient and for IC WebClient.
(They sometimes overlap, however,
so do not implement both UIs at the
same time on the same server).
The IC WebClient is much more
flexible, since you can easily
change screen fields, screens, lay-
out, and such. But I would not take
easy in a literal way. You can inte-
grate your own BSP developments in
the IC WebClient, and also R/3 pro-
cesses and/or Internet pages.
from the BP search screen simply
would not transfer to the transac-
tion screens. In version 5.0 this basic
functionality is there. Additionally, if
you are planning to integrate the CTI
(telephony functionality), I would
recommend the WebClient for this.
The functionality and integration of
these platforms has been rewritten
for the WebClient, and the support-
ing platform is moving forward. I
hope this information will help pro-
vide some insights to make your life
with CRM a little more satisfying.
Scott Cameron is a former Big Five
Consultant who has spent the last
four years managing the sale and
implementation of the SAP CRM
application, up through the cur-
rent 4.0 version. In addition, Scott
has nine years of SAP implemen-
tation experience, which includes
a deep track record in SAP R/3.
His R/3 background includes SD,
MM, and Workflow configuration,
and he is an expert on SD Pricing
and Variant Configuration process-
es as well. Scotts email address is
Scott.Cameron@SAPtips.com.

them. Within a single instance of SAP

The User Interface: thats the dif-
ference for WinClient Dynpro and
for WebClient BSP (Business Serv-
er Page). Since most likely youre
familiar with Dynpros, and the busi-
ness logic is the same for both UIs,
Id recommend that you to attend the
WebClient training.
WinClient uses the typical SAP-
GUI, whereas the WebClient is based
on BSP developments (standard BSP
applications CRM_IC or CRM_IC_
AUTO for automotive industry).
CRM, you can use two different CIC
profiles: one a WinClient and the
other a WebClient. You can assign a
WebClient to one profile and set of
users and have a WinClient profile
assigned to another set of users.
Finally, where we are today? SAP
5.0 version has increased functional-
ity of the WebClient. This is the first
version that truly supports the basic
principles of the standard functional-
ity. In previous versions of the Web-
Client, basic data transfer between
the screens just was not there. Data

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