SAP CRM Overview - Architecture: IBM Global Business Services

IBM Global Business Services
SAP CRM Overview Architecture
Module [1]: CRM Functional Overview Date
Copyright IBM Corporation 2009
Customer centric E-Business with MySAPCRM
Customer Centric E-Business with mySAP CRM Todays complex customer problems require a deployable customer relationship management (CRM) application that can directly address specific challenges regardless of where or A Complete Application when they occur in the cycle of interacting Comprehensive and Supporting Functions with, selling to and servicing an organizations customers.
mySAP CRM combines extensive functional capabilities in the core areas of marketing, sales and service with award-winning analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers. All this functionality enables the closed-loop interaction cycle underlying mySAP CRMs unique value propositions. mySAP CRM is built on an open, reliable, secure, and scalable technology platform.
The comprehensive range of services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the application environment.
SAP AG 2004
Presentation Title | IBM Internal Use | Document ID
| 22-Aug-13
CRM Architectural Concept
| 22-Aug-13
CRM Architectural Concept

mySAP Customer Relationship Management (mySAP CRM) is a part of the mySAP Business Suite and contains a central CRM server which can access the system by means of various channels. Additionally, the CRM server can connect to other systems. The following functions are supported in mySAP CRM: Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or email to contact sales or service representatives. Internet access: Users can configure and order products or services using the Internet components of mySAP CRM. Mobile clients and handheld devices: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server. The mySAP CRM application offers you the following fully integrated connections: The SAP CRM System as a central CRM server with its application components SAP ERP Central Component as a back-end system with proven ERP functions BI functions of SAP NetWeaver with comprehensive statistical and analysis capabilities The SAP system as a global Available-to-Promise (ATP) check and demand planning solution The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems
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Integration with other systems

Data is exchanged between the CRM system and a connected ERP system (SAP R/3 Release 3.1I and higher) mainly by means of the CRM middleware. A plug-in installed on the ERP system acts as a counterpart to the R/3 adapter, supporting the data communication between the two systems. The data exchange includes an initial transfer of customizing data, master data and transaction data to the CRM system, as well as delta data in both directions.
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Structures of Business Transactions on SAP GUI

The screenshot shows the typical User Interface (UI) of a transaction in the Structure of Business Transactions on SAP GUI Sales area.
Locator Work Area
Toolbar
Header details
Item list
Item details
SAP AG 2004 Presentation
Title | IBM Internal Use | Document ID
| 22-Aug-13
SAP CRM Overview Master Data
Module [1]: CRM Overview- Master Data Date
Module Objectives
At the completion of this module you should be able to: Explain CRM Master and Transaction Data Organizational Data Objects and Features Explain Org Model, scenarios and attributes Organizational Data Determination Category Relationship Roles Extension Type Hierarchies Relationship Extension Exchange of Product between R3 and CRM
Business Partner
Product
Partner Product Range
Maintain products and enhance products in CRM

Explain product hierarchies and categories Understand product data exchange between CRM and R/3 backend
8 Presentation Title | IBM Internal Use | Document ID | 22-Aug-13
Master data in SAP CRM

Master Data Organizational Data Business Partner and Hierarchy Product and Hierarchy Partner Product Range Pricing and Condition Price List Commodity Pricing Content Management Payment Card Installed Base Transaction PPOSA_CRM/PPOMA_CRM BP / BPH COMMPR01 / COMM_HIERARCHY CRMM_PPR /SAPCND/GCM /BEA/CNPL02 CRMM_FA_GCM CRM_KW PCA IB52
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Transaction Data
Transactional Data
Activities Marketing Leads Opportunities Sales Contract Sales Order Service Process Service Confirmation Service Contract Complaints Billing Document Sales and Service Quotation / Contract / Order/ Service Confirmation
Transaction
CRMD_BUS2000126 CRM_MKTPL CRMD_BUS2000108 CRMD_BUS2000111 CRMD_BUS2000121 CRMD_BUS2000115 CRMD_BUS2000116 CRMD_BUS2000117 CRMD_BUS2000112 CRMD_BUS2000120 BEA_BD_01 CRMD_ORDER/CIC0
Organizational Data
Organizational Data Objects and Feature

Organizational data defines the companys functional organizational structure in CRM. Organizational objects can be linked to hierarchies to form functional relationships in the organizational plan Organizational data is comprised of 2 objects namely
Organizational Unit Functional Unit of the organization like Departments, groups, project teams Positions The performer of the task like Sales Manager
Feature of Organizational data

Flexible: The organizational units are not already specified you can make your own units or leave some units out
Time dependent: This enables you to plan organizational changes in the future you can maintain different organizational structures for different time periods in parallel; that means you can plan changes in future.
Adaptable and extendable: you can maintain and change the organizational plan at any time without making changes in Customizing One structure for sales and service: This can be changed just by activation An organizational unit can be a sales organization and service organization at the same time. Scenario-specific data in the structure is assigned to the organizational units with attributes Organizational units can take the role of a business partner
Organizational Objects Organizational Model

Org Unit India South Sales org
Organizational objects can be linked to hierarchies to form functional relationships in the organizational plan Organizational units form the basis of an organizational plan. Organizational units are functional units of a company. E.g.. departments, groups or project teams. Positions show the functional task distribution of individual items and their report structure in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the campaign manager for India.
Office Chennai Sales office
Positions Emp group 1 Test lead Ram Sharma Position Holder
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Master Data |
Organizational scenarios
Sales Org Service Marketing
Scenarios are applications where the org unit is valid. In each scenario you can control which attributes are available and which properties the attributes have. You can assign one or more scenarios to an organizational unit. Hence one organizational unit can be used for different areas The same organizational unit can be a sales organization in the Sales scenario and a service organization in the Service scenario or marketing organizational unit in the marketing scenario. You can maintain different attributes depending on the assigned scenario.
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Master Data |
Organizational Attributes
Attributes are always maintained for a specific scenario, which means you can maintain different attributes for each scenario. Attributes are generally passed onto the subordinate organizational unit. However, you can overwrite the attribute value of a subordinate organizational unit with another attribute value (inheritance type: overwrite inherited local values). There are two kinds of attributes: organizational and general. Organizational attributes indicate the type of an organizational unit. General attributes define the responsibilities of an organizational unit.
Organizational Attributes
They are used to define the type of an organizational unit For example: Sales Organization Sales Office Sales Group Service Organization
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General Attributes
They are used to define the responsibilities of an organizational unit

For example: Country
Division
Distribution Channel Postal Code
Determining Organizational data

In the CRM System you have the following options for determining organizational data in the document. You can set these in Customizing depending on the transaction type:
no determination :In this case, enter the organizational data (for example, sales area) manually in the document. automatic determination: The system determines organizational data using the data available in the document, for example, the business partner number, region, product, or using the user assignments for the organizational unit (using the position). The determination can follow two route either the responsibilities rule type or Organizational Rule Type . Organizational rule type reads the organizational models attributes and determines the organizational data for the transaction. Responsibility rule determines the transactions organizational data based on the attribute of the responsible person.
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Settings for organizational data at item level
Organizational data at Item level Without header division: The organizational data is copied from the document header. The division is derived from the product. With header division: The organizational data is copied from the document header. The division is derived from the document header. There is no organizational data at item level (no organizational data screen)
Settings in customizing Assign an organizational data profile without a determination rule to the item category.
Assign an organizational data profile without a determination rule to the item category. Do not assign the organizational data profile to the item category.
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Business Partner
BP Category
Person Group Organization
A business partner can be a person, a group of people, or an organization, representing a business interest. This categorization is known as the business partner category. A group is the depiction of a married couple, or an executive board, that share common interests. Business partners are grouped according to user defined criteria The organization represents units such as a company, a division of a company, a club, or an association.
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Master Data |
BP Groupings and Roles

BP Groupings
Controls the number range. Can be External or Internal Configuration SAP IMG -> Cross Application Component -> SAP Business Partner -> Business Partner -> Basic Settings -> Number Ranges and Groupings
BP Roles
A role offers a particular view of the Business partner data Depending on which business processes the business partner is involved in, completely different information about the business partner may be needed. You can create more than one business partner role for one business partner; general information, such as name, address, and bank details, must be entered only once.
E.g.. Of roles could be Sold-to-party, payer, contact person etc.
Each partner role contains various data sets classified as:

General data CRM-specific
Relationships
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Master Data |
BP Relationship
Can be time dependent Has contact person Organization Person
Is contact person of
Relationship Attributes Communication data Function Department Employee responsible
A business partner relationship represents the business connection between two business partners.
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BP Relationship Category
The business partner relationship category determines the business-related characteristics of a relationship between business partners. Relationship is the term used if a relationship category contains information on concrete business partners. The business partner relationship categories that can be selected depend on the business partner category and on the BP role. A distinction is made between one-way (unidirectional) and two-way (bidirectional) relationship categories. In the case of a one-way relationship category, a relationship exists from a business partner (1) to a business partner (2), but not the other way round.
In the case of a two-way relationship category, a relationship exists from a business partner (1) to a business partner (2), and the other way round.
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BP Relationship Category
One way BP relationship Category
Eg. Is employee of Eg. Has employer
Undirected BP relationship categories

Eg. Is married to
Configuration
Extend and define relationship categories SAP IMG -> Cross application components ->SAP Business Partner ->Business Partner -> Extensibility.
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BP Extensibility
Extension of the Business Partner by adding attributes Extension by adding BP roles (to be done by ABAP developers) Extension to include a check on SAP fields eg, check for a certain lastname Extension of the relationships by adding attributes
You can create new relationship categories. Examples of relationships:

Is a member of (club) Is an employee of (business partner company) Is the son/daughter of
Again here like BP roles ABAP development is required to create new relationship categories
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BP Hierarchy and Group Hierarchy Category

Hierarchy trees are used to map business partner group hierarchies in CRM For example, purchasing collaboration, chains, etc Group Hierarchy Category Business partner group hierarchies consist of hierarchy nodes.Business partner master records are subsequently assigned to the hierarchy nodes. Group hierarchies maintained originally in CRM enterprise cannot be transferred to SAP R/3. Level 3 E.g.. Pricing hierarchies or reporting structure hierarchies Multilevel group hierarchies can exist Validity for hierarchies can be maintained BP 050
Level 1
Level 2
Level 2
BP 010
Level 3
Level 3
BP 020
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BP 030 BP 040
Master Data |
BP Extension
Easy Enhancement Workbench (EEWB) New fields and tables can be added Easy and effiecient. Wizard for user guidance Retains results in case of SAP upgrades. Business Data Toolset Additional tab and changes to data set can be done using BDT . Transaction to access BDT is BUSP. Visual Configuration Tool (VCT) VCT is used to change the screen and sequence of screen by simple drag and drop. Changes made are not affected by release updates.
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Product Master
[Product Master]: Agenda

Business Scenario Product Types Structure of CRM Product master Maintaining Products Inactive Products Relationships Hierarchy and Categories Enhancing Product master
Upload of CRM Product data into R/3

Download of CRM Product data from R/3 Competitor Products
Product Types
CRM Product master has the following product types
Material Service Warranty Financing Financial Service Intellectual Property (IP)
Configurable products are given attributes and attribute values when sold Warranty information is created with respect to product. IP is available for media industry.
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Structure of CRM Product master

SAP Basic data
Product categories Basic texts Status Sales and Distribution Distribution channel Sales
Other views New views can be defined at IMG -> Cross Application Components -> SAP Products -> Settings for product maintenance -> Define Views
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Maintaining Products
Temporary or inconsistent products can be marked inactive Relationships or dependencies between products can be modeled (eg accessories) Products can be copied, created and changed. Inactive product data can be deleted.
Base Hierarchy R3PRODSTYP maps to the product types in R/3

Structured products can be created and downloaded.
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Inactive Products
Inconsistent products are made inactive. Collective processing can be done to make products active. Inactive products can be deleted. Inactive products can be created by allowing inactive products. This can be done at IMG -> Cross application components ->SAP Products -> Basic Settings -> Allow inactive products.
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Relationships and Competitor Products

Has Accessories is an important relationship Other relationships
Customers Financed by Content provider
Has accessories
Indemnity payment
Vendors Components Warranty
Customers
Competitor Product
Lean product master Exchanged with mobile clients in both directions Derived relationships
Competitor -> Competitor product Customer -> competitor product Own Product -> Competitor product
Available only in PCUI
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Hierarchies and Categories

Categories and hierarchies are used to group products and individual objects according to different criteria. The purpose of a hierarchy will depend on the business criteria involved and the company's requirements. A hierarchy can be multi-level and be used for control or informative purposes. Within the product master, assigning a hierarchy to the application Product enables it to be used as a base hierarchy within the product master. Each product/individual object created must be assigned to a category from this base hierarchy. Base hierarchies- With an SAP R/3 customizing download, SAP R/3 material master groupings are converted to SAP CRM category hierarchies (base hierarchies)
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Hierarchies and Categories
SAP R/3
Material Type
SAP CRM R3PRODSTYP(default base hierarchy) R3MATCLASS R3PRODHIER
Material Group Product Hierarchy
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Master Data |
Product categories used to group products together according to various criteria. Hierarchies and are Categories(2) Hierarchy nodes Software
Categories
Hardware Desktop Laptop Printers Categories are arranged in hierarchies. All lower-level categories inherit the product type and the set types of the higher-level category. Additional set types can be assigned to lower-level categories. The assignment of a product can be changed or deleted. An employee responsible at category level can be stored. A hierarchy can consist of many sub-categories and responsibilities can be mapped through these categories.
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Sub-Categories
Product Category
If a product type is assigned to a category, only products/individual objects of this product type can be assigned to the category. Assigning a product type to a category makes it possible to assign set types to the category. In product or individual object maintenance, these set types appear within the views (that is, on the tab pages) that can be maintained for a product or individual object. To prevent a set type from being assigned to a product or individual object more than once (via different categories), the following rules apply when working with categories and hierarchies:
A set type may be assigned to several categories in a hierarchy. However, a set type may be assigned only in one hierarchy per product type. A product or individual object can be assigned to several product categories, as long as they belong to different hierarchies. A product or individual object can therefore only be assigned to one category per hierarchy.
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Enhancing the Product master

Hierarchies Product Software Hardware Desktop Laptop Monitor Categories Set types
Attributes
Color Monitor characteristics Type Size
Creating the product master is done in the following steps: 1. 2. 3. 4. 5.

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Create hierarchies and categories Create attributes Create set types Assign attributes to set types Assign set types to categories (within the category and hierarchy maintenance)
Master Data |
Download and upload of CRM Product data from and to R/3

Download of Product data from R/3 Initial download is a one time download of products in R/3 to CRM. Customization is necessary to enable this. Changes to master data in R/3 move to CRM through delta downloads. Customizing changes in R/3 do not move to CRM Upload of CRM Product data into R/3 Upload can be prohibited. IMG -> CRM -> Master data -> Products -> Settings for product type -> Allow upload for a product type.
Upload is carried out manually for each product.
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IBase
Installed Base
The technical equipment (installation) at the customers site which needs to be Serviced / Supported
Header
Category
External ID Description Status ( System / User) Authorization group
Partners Address Documents
Qualification
Component
Products Text Installed Base Individual Object Customer-specific types
Partners Address Documents
Qualification Warranty
Counter
Components
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Individual Objects
Individual Objects enable you:
To track those uniquely, identified, specific objects in business process

Object history
Partner history Attribute / configuration history Business document history Object structure Relationship history
Individual Object with reference to product

Attribute set types Relationships Document links
To manage specific data valid for distinct individual objects.

Installed Base : Individual Object in comparison to Product

Contains information on the features of goods or service It describes generic features: Number of IP nodes on a switch type XYZ12
Specifies data valid for only one uniquely identified, single object. For ex:
ID number Location Address
Object families
Attributes
Individual Object
Individual Individual ObjectObject
- describing the associated Individual objects as Individual fields
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Individual Object - Integration

Service Order Integration
Complaints In-house repairs Service order & confirmation , Service contracts Service contracts information is visible in the Installed Base Case management
Channel Integration
E-Service Integration
Product Self-registration
Field Applications
Mobile Service
Interaction Centre
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Sales, service & marketing processes Search, display & detailed display of Ibase in the CIC navigation area; Ease-of-use transfer of selected installed base components into service Copyright IBM Corporation 2009 Presentation Title | IBM Internal Use | Document ID | 22-Aug-13 process as reference object or spare part items.
Installed Base: Customizing steps

IBase Category
Define Installed Base Category and Installation Rules Customer Relationship Management Master Data Installed Base Installed Base Category Define Installed Base Category and Installation Rules Assign user status profile
Customer Relationship Management Master Data Installed Base Basic Setting Change Status Profile for User Status
Permitted component types Customer Relationship Management Master Data Installed Base Define Component Types
Assign Partner determination procedure

Customer Relationship Management Master Data Installed Base Assign Partner Determination Procedure to Installed Base Category
Customer-specific component types

45 Title | IBM Internal Use | Document ID | 22-Aug-13 RequiresPresentation a creation of a function group and a class.
Individual Object: Customizing Setting

1. 2. 3. 4. 5. 6. 7. 8. 9. Define an object family.Cross-Application Components SAP Product Individual Objects Define Object Families IMG Customer Relationship Management Master Data Installed Base Individual Object / FamiliesAssign Object Families to Installed Base Categories Define the fields (attributes) (SAP GUI) Master Data Products Maintain Set Types and Attributes. Select Attribute and create the attributes you require. Define the set types (SAP GUI) Master Data Products Maintain Set Types and Attributes. Select Set Type Include set types in the API/BDOC structures Maintain Set Types and Attributes screen you choose Set Types/Attributes Transport Set Type. Define object family - To transport a hierarchy from one client or system to another CrossApplication Components SAP Products Product Category Create Categories for object families Cross-Application Components SAP Products Basic Settings. Initialize number assignment Cross-Application Components under SAP Products Settings for Product Type Number Assignment Define Number Ranges for Materials Reserve set types for an object family: A set type can be used for products and individual objects. However, if one of the fields in a set type contains data that is only relevant for an individual object, it can be reserved for individual objects
Presentation Title | IBM Internal Use | Document ID | 22-Aug-13
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Counter: Customizing steps

1. Maintain Counter attributes IMG Customer Relationship Management Master Data Counter Maintain Counter attributes 2. Maintain Counter Categories IMG Customer Relationship Management Master Data Counter Maintain Counter Categories 3. Set flags on transaction type and /or item category IMG Customer Relationship Management Transactions Basic Settings Define Item Categories Set the checkmarks:

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Display Counter Display Reading One tab page

Presentation Title | IBM Internal Use | Document ID | 22-Aug-13
PPR
PPR Partner Product Range

Partner Product Range It allows to maintain a combination of Partner , Material , Sales Area and time . System has the feature to include or exclude the combination. System allows to integrate PPR with Marketing Transaction .??? This in turn allows user to create Marketing transaction to be created with the pre stated combination. CRM 5.0 onwards the combination of partner and material can be maintained in new master data called listing.
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PPR contd..
Header data
Item data
Item details
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Exercises
Maintaining Org Model

Maintaining Org Model
You create an organizational model by creating organizational units You display the organizational model or individual organizational units You change the organizational model, that is, create new organizational units, and, assign, schedule or delete these
You maintain attributes for organizational units
Maintaining Attributes
You maintain important data like address, validity period. You define attributes for each organizational unit of each scenario, for example, currency, region, product group By assigning attributes, you maintain sales areas by assigning the attributes distribution channel and division to a sales organization or its subordinate organization
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Creating Organizational Model Manually in CRM
Create an organizational model in Customizing for CRM under Master Data Organizational Management Organizational Model Create Organizational Model, and define sales organizations, sales offices and sales groups in it. Enter the corresponding organizational units in the R/3 System (mapping).
Define the sales areas by assigning the sales organization, distribution channels and divisions as attributes.
You can also assign distribution channels and divisions to organizational units below a sales organization (for example, a sales office). The system then reads the sales area with the higher-level sales organization.
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Hierarchy Maintenance
Creating Hierarchies In the user menu, choose Maintain Categories and Hierarchies. The Maintain Categories and Hierarchies screen appears with either the locator or work area, depending on your user settings. Choose Create Hierarchy. The dialog box Create Hierarchy appears.
Enter a hierarchy ID and description, and choose Continue. The hierarchy maintenance screen is then displayed.
If you want to assign category IDs using a numbering scheme, specify the numbering scheme required.
Save your data.
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Category Maintenance
Creating Product Categories In the user menu, choose Maintain Categories and Hierarchies. The Maintain Categories and Hierarchies screen appears. Double-click the required hierarchy from either the Worklist or Search tab page in the locator. The hierarchy data is displayed in the work area. Choose Create Category if the hierarchy is new and does not yet have any categories. This creates a root in the hierarchy. Otherwise, double-click the category below which the new category is to be created and choose Create Category. Enter a category ID and description. If necessary, specify a product type for the category so that you can assign set types and relationship types to the category. Enter data as required. Choose the Set Types tab. For each set type, you can specify the view in which it appears in product/object maintenance and its position in the view, for example, above or below another set type . If you do not assign a view, the set type will appear in the Basic Data view. Choose the Relationship Types tab and, if necessary, assign the relevant relationship types.
Save your data.
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Exercise on User-Exit and BADI

1. Exercise on User-Exit (Function-Exit) Implement an User-Exit that will fire whenever you change any Customer details. Code an Information message inside the User Exit code, so that when you run XD02 after Activating the Project (thus the User Exit) this message is displayed in a popup.
2. Exercise on Business AddIn (BAdi)

When the batch is created and then saved in transaction MSC1N, check if the Total Shelf life of the Material is initial, and issue an information message and prevents saving the batch.
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