Customer Relationship Management

SAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the interaction center, the Internet, and mobile clients. Using CRM SAP Gateway service for CRM, you can access and manage Business Partners (accounts and contacts) and activities stored in the SAP CRM system from any device or platform (like Mobile, Collaboration, Social Networks, Groupware Integration, Portals, and so on).

For more information, see SAP Library for SAP CRM on SAP Help Portal at: http://help.sap.com/crm.

Prerequisite

SAP Gateway system must be configured as mentioned in Settings for Customer Relationship Management on SAP Gateway before using the CRM services.

Following are the main entities in SAP Gateway for SAP CRM:

• Activity Management — Activity Management is the act of recording information, including promotion planning that can be used during the customer lifecycle management. All communication transactions (appointments, dates, telephone calls, e-mails, letters, meetings) and tasks can be entered and administered using Activity Management.

• Accounts — Account is a Business Partner (organization, person and group) with whom an organization has a business relationship. An account would for example have details like address, communication data, roles, business hours.

• Contacts — Contact is an entity with whom a business relationship is maintained with another business partner. A contact would for example have details like address, communication data, roles, business hours.

• Attachments — Attachment service allows enhancing a business object like a account, contact or an activity with data such as document, picture or multimedia object.

  Note

  1. Documents can be created as attachments for accounts, contacts or activities following the OData Protocol. Documents are created by executing an HTTP POST request against the URI of the collection where the entries have to be created. This results in the creation of a document as an attachment for a CRM entity.

  2. Attachments of type URL are not supported.

You can filter accounts, contacts and activities by using the SAP Gateway services for SAP CRM. When you filter, keep the following in mind:

• If you enter more than one field/parameter, you receive records that contain all words.

• To filter in the SAP CRM system, enter at least two characters. You receive all records, which start with those two characters.

• Filtering is not case sensitive.

When you start filtering, the system retrieves records that are stored in the local cache on the device. The filtering process continues in the SAP CRM system and displays additional results.