Get Customer Feedback Quickly by Consuming SAP Interactive Forms in One Order Objects

  • by Sourabh Chugh, Sourabh Chugh, Senior CRM Consultant, SAP Australia
  • November 22, 2011
Learn how to quickly integrate new or existing SAP Interactive Forms with CRM One Order Framework service objects.
Key Concept
An SAP CRM Web request is a Web-based SAP CRM service object that integrates forms (Business Server Pages [BSP] applications or SAP Interactive Forms) with CRM objects. The Web request object extends the service process object (BUS2000116) to provide Web-based capabilities. Once form data is stored under a Web request, it can be used in various ways as per project requirements.

Businesses use SAP Interactive Forms extensively for outbound correspondence using standard SAP tools such as Smart Forms, but they are often hesitant about using SAP Interactive Forms to capture information. This hesitation results from the custom development required to consume existing SAP Interactive Forms and the higher cost of ownership in developing and integrating new forms. With the Web request functionality in SAP CRM, you can not only easily integrate SAP Interactive Forms with SAP CRM Web request objects but also leverage standard views provided in the SAP CRM Web Client user interface. This feature also streamlines ongoing changes to forms and their integration with SAP CRM, lowering their maintenance cost.

As an example, a business receives customer complaints via phone, fax, and mail, but wants to introduce online forms to capture complaints or other information. These online forms, which are exposed via the customer Web site, allow the customer to submit requests or complaints. This action in turn sends an alert or workflow notification to service agents. The business cannot afford full custom development to integrate the form with SAP CRM processes, so it begins looking for a standard solution. The Web request in SAP CRM fits this case perfectly as it provides out-of-the-box functionality that is faster and easier to implement.

SAP Interactive Forms are the most critical piece of this functionality for a number of reasons. First, it is a customer-facing view of the business on the Internet; thus, form security is important. SAP Interactive Forms benefit from a robust set of security features that Adobe provides. Second, many organizations (especially those in the public sector) have strict regulations for user forms, making design an important factor. Third, SAP Interactive Forms can be developed independently in Adobe LiveCycle Designer, and therefore, form development can happen in parallel with back-end development.

Detailed in the next section are the main steps required to create new SAP Interactive Forms and consume them in SAP CRM. For the sake of simplicity, the form captures only a customer’s first name, last name, email, and issue description.

Sourabh Chugh

Sourabh Chugh is a senior consultant at SAP Australia. He has seven years of experience in SAP CRM across various industries. During this time he has gained an in-depth knowledge of technical and functional aspects of SAP CRM and has worked in different roles ranging from functional lead to technical architect and developer. His last few projects have been in the public sector, involving grantor management and SAP Interactive Form integration.

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