crm 1

SAP CRM 2007

March 2009

English

CRM Organizational Model with ERP HR Integration (C05)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM Org. Model with ERP HR Integration (C05): Config. Guide

Copyright

© Copyright 2009 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, OpenPower and PowerPC are trademarks or registered trademarks of IBM Corporation.

Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

MaxDB is a trademark of MySQL AB, Sweden.

SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

© SAP AG of 48


Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

Typographic Conventions

Type Style Description

Example text Words or characters that appear on the screen. These include field names, screen titles, pushbuttons as well as menu names, paths and options.

Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

EXAMPLE TEXT Names of elements in the system. These include report names, program names, transaction codes, table names, and individual key words of a programming language, when surrounded by body text, for example, SELECT and INCLUDE.

Example text Screen output. This includes file and directory names and their paths, messages, source code, names of variables and parameters as well as names of installation, upgrade and database tools.

EXAMPLE TEXT Keys on the keyboard, for example, function keys (such as F2) or the ENTER key.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

© SAP AG of 48


ContentsCRM Organizational Model with ERP HR Integration: Configuration Guide..............................6

1 Purpose.......................................................................................................................... 6

2 Preparation.....................................................................................................................6

2.1 Prerequisites............................................................................................................6

2.2 SAP Notes...............................................................................................................6

2.3 Technical Overview.................................................................................................7

3 Configuration of the Interface Scenario..........................................................................8

3.1 Setup Connectivity between SAP ERP and SAP CRM System...............................8

3.1.1 Checking Connectivity Settings..........................................................................8

3.1.2 Assigning RFC destination for Synchronous Method Calls in SAP ERP............9

3.1.3 Assigning RFC Destinations for Synchronous Method Calls in SAP CRM.........9

3.2 Defining Distribution Model....................................................................................10

3.2.1 Creating Distribution Model..............................................................................10

3.2.2 Generating the Partner Profile (SAP ERP).......................................................12

3.2.3 Activating Change Pointers Generally..............................................................13

3.2.4 Activating Change pointers for Message Type.................................................13

3.2.5 Creating a periodic job to distribute changes to HR Master Data & Org. Structure...........................................................................................................14

3.2.5.1 Creating a Program’s Variant.................................................................14

3.2.5.2 Creating a Periodic Job..........................................................................14

3.2.6 Distributing the Model View..............................................................................15

3.3 ALE Setup – SAP CRM System............................................................................15

3.3.1 Mapping the Marital Status in SAP CRM with Marital Status in SAP ERP.......15

3.3.2 Mapping the Name Formats between SAP ERP and SAP CRM......................16

3.3.3 Generating Partner Profile in SAP CRM...........................................................17

3.3.4 Separating Number Ranges for Business Partner in role Employee and Org. Unit................................................................................................................... 17

3.3.4.1 Defining Number ranges........................................................................18

3.3.4.2 Defining Groupings and Assigning Number Ranges..............................18

3.3.5 Activate Integration with Organizational Management......................................19

3.3.6 Setting up a Periodic Job for comparison of SAP CRM and HR data...............20

4 Running the ALE Scenario...........................................................................................22

4.1 Distributing only the existence of HR Objects to SAP CRM...................................22

4.2 Distributing the Relationships and all Attributes for the HR Objects to SAP CRM. 23

5 Organizational Model Extension for SAP Best Practices Scenarios.............................26

5.1 Organizational Model Overview.............................................................................26

5.2 Organizational Model Synchronization ERP <-> CRM...........................................27

© SAP AG of 48


5.2.1 Checking Sales Organization (SAP ERP)........................................................27

5.2.2 Checking Distribution Channels (SAP ERP).....................................................28

5.2.3 Checking Divisions (SAP ERP)........................................................................28

5.2.4 Checking Sales Areas (SAP ERP)...................................................................28

5.2.5 Checking Assignment of Sales Offices to Sales Areas (SAP ERP)..................28

5.2.6 Checking Assignment Company Code -> Sales Organization (SAP ERP).......29

5.2.7 Checking Assignment Distribution Channel -> Sales Org. (SAP ERP).............29

5.2.8 Checking Assignment Division Sales Organization (SAP ERP)...................29

5.3 Maintain Organizational Data for Marketing and Sales Scenarios.........................30

5.3.1 Performing Division Settings (SAP CRM).........................................................30

5.3.2 Defining Divisions.............................................................................................30

5.3.3 Defining Distribution Channels.........................................................................31

5.3.4 Defining Combination of Distribution Channel and Division..............................31

5.4 Maintaining Organizational Units...........................................................................32

5.4.1 Adapting the Organizational Model...................................................................33

5.4.2 Assigning Attributes to Organizational Unit......................................................34

5.4.3 Matching Sales Organization............................................................................36

5.4.4 Matching Sales Offices.....................................................................................36

5.4.5 Matching Service Organization.........................................................................37

5.5 Integration of System Users and Employees ERP <-> CRM.................................37

5.5.1 Creating System Users (SAP ERP)..................................................................37

5.5.2 Assigning Role to System Users......................................................................38

5.5.3 Maintaining Service Representative (SAP ERP)..............................................39

5.6 Checking Organizational Structure........................................................................40

5.6.1 Updating List of Organizational Units...............................................................40

5.6.2 Checking Settings for Attribute Maintenance....................................................40

5.6.3 Checking Organizational Data Settings............................................................41

5.7 Set Up Buffering for Sales Scenario......................................................................41

5.7.1 Enable Buffering for Sales Scenario.................................................................41

5.7.2 Update Buffers for Sales Scenario...................................................................42

5.8 Organizational Units Assignment...........................................................................42

5.8.1 Creating a Billing Unit.......................................................................................42

5.8.2 Assigning Billing Unit to Sales Organization.....................................................43

5.8.3 Assigning Billing Unit to Service and Sales Organization.................................43

5.8.4 Assigning Company Code to Billing Unit..........................................................44

5.8.5 Assigning Business Area to Service and Sales Organization...........................45

5.8.6 Assigning Plant and Storage Location to Service Organization........................45

5.9 CRM WebClient UI Settings...................................................................................46

5.9.1 Assigning Business Roles to Positions.............................................................46

© SAP AG of 48


CRM Organizational Model with ERP HR Integration: Configuration Guide

1 PurposeThis Configuration Guide provides the information you need to set up the configuration of this building block manually. Organizational Model Integration with ERP HR integrates your data maintained in the HR area of the ERP system into your CRM system. This means you do not need to maintain the data of organizational units, jobs, positions and employees twice in both systems but only in ERP and therefore reduces costs and possibility of errors.

The integration consists of two phases:

Initial Cutover/Data Migration Phase

Employee Master Data (P) should be distributed to SAP CRM

HR Org. Structure consisting of Org. Unit (O), Job (C) and Position (S) is to be distributed to SAP CRM

The Org. Unit, Job and Position should be replicated with the same object ID in CRM system

A Business Partner in the role (BUP003 - Employee) should be created for each HR Person that is transferred from SAP ERP to SAP CRM and this Business Partner should use a custom number range interval setup in SAP CRM

The Personnel Number field of the SAP CRM Business Partner should be updated with the HR Person number

Maintenance Phase

Once the initial Org. Structure and Employee Master data is transferred to SAP CRM, thereafter changes made to the Employee Master Data, Org. elements (Org. Unit, Job and Position) and to the Org. Structure in SAP ERP should be distributed to SAP CRM automatically

2 Preparation

2.1 Prerequisites

Before starting with the installation of this building block, please have a look at the document Quick Guide to Installing SAP Best Practices for CRM.

2.2 SAP Notes

Before you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block.

Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace (http://service.sap.com/notes).

The following SAP Notes are relevant for CRM Organizational Model Integration with ERP HR:

SAP Note Number Description

923867 BAdI HRSYNC_P causes dump

© SAP AG of 48

http://service.sap.com/notes


2.3 Technical Overview

Type of Object Info Types to be distributed from SAP ERP to SAP CRM

Org. Unit (O) 1000, 1001, 1028, 1032

Position (S) 1000, 1001

Job (C) 1000, 1001

Person (P) 0000, 0001, 0002, 0006/1, 0009, 0105

The ALE Scenario performs these operations as part of the standard integration: -

For the HR Org. Unit (O) the following objects are created in SAP CRM

Org. Unit replicated in SAP CRM with exactly the same Object ID as in SAP ERP

Business Partner created in role BUP004 (Org. Unit)

For Position (S), Job (C) the following objects are created in SAP CRM

Position/Job replicated in SAP CRM with exactly the same Object ID as in SAP ERP

For the HR Person (P) the following objects are created in SAP CRM

Central Person (CP) created in SAP CRM with the same Object ID as Person (P) in SAP ERP

Central Person (CP) is linked to the corresponding Position (S) in the SAP CRM Org. Structure

Business Partner created in role BUP003 (Employee) for the Central Person (CP). The employee number from SAP ERP is stored in the Personnel Number field of the Business Partner

© SAP AG of 48


3 Configuration of the Interface Scenario

In this scenario the data is exchanged via ALE. To get to know more details of ALE technology please refer to the NetWeaver documentation which is available at http://help.sap.com.

The following configuration settings will be done in the CRM system and in the ERP system as well. In this guide the CRM system has the System ID CRM and the client 100. The connected ERP system is located in client 200 of the system with ID ERP. Please make sure to replace the corresponding entries in the following chapters with your specific System ID and client.

3.1 Setup Connectivity between SAP ERP and SAP CRM System

3.1.1 Checking Connectivity Settings

UseA prerequisite for the data distribution between the SAP ERP system and SAP CRM system is the setup of the connectivity. This has already been configured in Building Block CRM Connectivity, i.e. no further activities are required. Make sure that this Building Block has been installed properly.

ProcedureThese necessary connectivity settings comprise:

Definition of logical systems (Tx: SCC4) in both systems, usually starting with the system ID, followed by CLNT and ending with the client’s number, e.g.

o CRMCLNT100 for logical system of system CRM with client 100

o ERPCLNT200 for logical system of system ERP with client 200.

Definition of RFC users (Tx: SU01) in both systems

o Name of RFC user: RFCUSER

Definition of RFC connections (Tx: SM59) between both systems, usually named in the same way like the logical system on which it points, e.g.

o CRMCLNT100 for RFC connection pointing to system CRM, client 100

o ERPCLNT200 for RFC connection pointing to system ERP, client 200.

The example values will be used in the following in order to make the assignments more comprehensive.

ResultThe technical basis on which this Configuration Guide works is set up properly and can be used.

© SAP AG of 48

http://help.sap.com/


3.1.2 Assigning RFC destination for Synchronous Method Calls in SAP ERP

UseAssign a RFC connection to CRM in the ERP system in order to enable synchronous method calls.

Procedure1. Access the activity using one of the following navigation options:

Transaction code BD97

SAP ERP IMG menu SAP NetWeaver Application Server IDoc Interface/Application Link Enabling (ALE) Communication Determine RFC Destinations for Method Calls

2. On the Assign RFC Destinations for Synchronous Method Calls screen, click on the logical system representing the CRM client, e.g. CRMCLNT100 and then choose Standard BAPI destination.

3. Enter the RFC destination for CRM, e.g. CRMCLNT100 and choose Continue (Enter).

4. Choose Standard dialog destination.

5. Enter the RFC destination for CRM, e.g. CRMCLNT100 and choose Continue (Enter).

6. Choose Save (Ctrl + S).

7. Choose Back (F3).

3.1.3 Assigning RFC Destinations for Synchronous Method Calls in SAP CRM

UseAssign a RFC connection from CRM to the ERP system in order to enable synchronous method calls.

Procedure1. To assign a RFC destination in the SAP CRM system, access the activity using one of the

following navigation options:


SAP CRM IMG menu SAP Web Application Server Application Server IDoc Interface / Application Link Enabling (ALE) Communication Determine RFC Destinations for Method Calls

2. On the Assign RFC Destinations for Synchronous Method Calls screen, click on the logical system representing the ERP client, e.g. ERPCLNT200 and then choose Standard BAPI destination.

3. Enter the RFC destination for ERP, e.g. ERPCLNT200 and choose Continue (Enter).

4. Choose Standard dialog destination.

5. Enter the RFC destination for ERP, e.g. ERPCLNT200 and choose Continue (Enter).


© SAP AG of 48



3.2 Defining Distribution Model

3.2.1 Creating Distribution Model

UseFor data distribution from ERP to CRM the ALE technology needs a distribution model which is defined in the sending system, i.e. ERP. In the first step you define the general model and the filters in order to describe which data will be transferred to CRM.



SAP ERP IMG menu SAP NetWeaver Application Server IDoc Interface/Application Link Enabling (ALE) Modelling and Implementing Business Processes Maintain Distribution Model and Distribute Views

2. On the Change Distribution Model screen, choose Switch between display and edit mode (F9).

3. Choose Create model view (Ctrl+F4).

4. Enter the following data:

Field name User action and default values

Short text HR Master Data to CRM - DEV

Technical name HR_CRM_DEV

5. Choose Continue (Enter).

6. Click on the newly created distribution model and choose Add message type (Ctrl+F7).



Model view HR_CRM_DEV

Sender The logical system for ERP, e.g. ERPCLNT200

Receiver The logical system for CRM, e.g. CRMCLNT100

Message Type HRMD_ABA


9. Choose the Distribution Model HR Master Data to CRM - DEV and choose Expand subtree (Ctrl+Shift+F11).

10. Double click on No filter set under HRMD_ABA.

11. Choose Create filter group (F5).

12. Choose Expand subtree (Ctrl+Shift+F11).

13. Double click on Infotype.

14. Choose Insert Row.

15. Enter value 1001.

© SAP AG of 48



17. Double click on Object Type.

18. Choose Insert Row three times and enter values C, O and S in the cells created.


20. Double click on Subtype.

21. Choose Insert Row eight times and enter values A002, A007, A008, A012, B002, B007, B008 and B012 in the cells created.


23. Repeat steps 11 to 22 and enter the following data:

Filter Group Field Value Comments

Filter Group 2 Infotype 1001

Object Type S

Subtype A008 Relationship A008 links a Position (S) with the Person (P) in HR /Central Person (CP) in CRM


Object Type O

S

Subtype A003

B003

Relationships A003 and B003 are used to link a Position (S) with Org. Unit (O)


1002

1028

1032

InfoType 1000 Object ID & Short Text for Object Types C, O and S

InfoType 1002 Long Text/Descriptions for Objects O, C and S

InfoType 1028 Address of Org. Unit (O)

InfoType 1032 E-mail Address of Org. Unit (O)

Object Type C

O

S

Subtype


0001

0002

Info Types 0000, 0001 and 0002 are for HR Persons (P)

InfoType 0000 Actions

Infotype 0001 Org. Assignment

InfoType 0002 Personal Data

Object Type P

Subtype

© SAP AG of 48


Filter Group 6 Infotype 0006 Info Types 0006 is for HR Persons (P)

InfoType 0006 Addresses

Object Type P

Subtype 1 Subtype 1 Permanent Address

Filter Group 7 Infotype 0105 Info Type 0105 is for HR Persons (P)

Object Type P

Subtype 0001

0005

0010

0020

Subtype 0001 SAP User ID

Subtype 0010 E-mail address


Object Type P

Subtype B008 Relationship B008 links a Position (S) with the Person (P) in HR / Central Person (CP) in CRM


25. Choose Save (Ctrl+S).

ResultThe distribution model for transferring the data to CRM was set up.

3.2.2 Generating the Partner Profile (SAP ERP)

UseIn this activity you define for which partner system (in this case CRM) a partner profile should be created. This is necessary for the exchange of message flows.

ProcedureTo generate the partner profile in the SAP ERP system, access the activity using one of the following navigation options:



1. On the Change Distribution Model screen, choose Switch between display and edit mode (F9).

2. Choose the Distribution Model HR Master Data to CRM - DEV and choose EnvironmentGenerate Partner Profiles from the menu.

3. On the Generate Partner Profile screen, enter the logical system for SAP CRM, e.g. CRMCLNT100 as Partner System and choose Execute (F8).

© SAP AG of 48


4. If prompted whether you want to change the authorized user to your user confirm the message.


Result

Partner Profile is generated:

1. Message types HRMD_ABA and SYNCH are assigned as outbound parameters.

2. Basic Types HRMD_ABA05 and SYNCHRON are assigned to the above message types respectively.

3. A Transactional-RFC (t-RFC) Port for communication to SAP CRM is automatically created and the RFC destination for the SAP CRM system is assigned to the port.

Please note:

1. The t-RFC port is an automatically generated port and uses Internal Number range for the Port Number.

2. This number can vary between Development, QA and Production boxes of the system.

3.2.3 Activating Change Pointers Generally

Procedure1. To activate change pointers in the SAP ERP system, access the activity using one of the



SAP ERP IMG menu SAP NetWeaver Application Server IDoc Interface/Application Link Enabling (ALE) Modelling and Implementing Business Processes Master Data Distribution Replication of Modified Data Activate Change Pointers - Generally

2. On the Activate Change Pointers Generally screen, flag Change pointers activated - generally.


3.2.4 Activating Change pointers for Message Type

Procedure1. To activate change pointers for message type in the SAP ERP system, access the activity

using one of the following navigation options:


SAP ERP IMG menu SAP NetWeaver Application Server IDoc Interface/Application Link Enabling (ALE) Modelling and Implementing Business Processes Master Data Distribution Replication of Modified Data Activate Change Pointers for Message Types

© SAP AG of 48


2. On the Activate Change Pointers for Message Type screen, choose Position….

3. Enter HRMD_ABA as Message Type and choose Continue (Enter).

4. Activate the change pointer for this message type by flagging the active field of the row.


3.2.5 Creating a periodic job to distribute changes to HR Master Data & Org. Structure

3.2.5.1 Creating a Program’s Variant

Procedure1. To create a program’s variant in the SAP ERP system, access the transaction using one

of the following navigation options:

Transaction code SE38

SAP ERP GUI menu Architecture and Technology ABAP Workbench Development ABAP Editor

2. On the ABAP Editor screen, enter RBDMIDOC as Program and choose Variants (Ctrl+F1).

3. Enter HR_ALE_CRM as Variant and choose Create.

4. Enter HRMD_ABA as Message type and choose Back (F3).

5. Choose Yes when asked to save values.

6. Enter HR Master Data to CRM as Meaning and choose Save (Ctrl+S).


3.2.5.2 Creating a Periodic Job

Procedure1. To create a periodic job to distribute changes to HR Master Data and Org. Structure,

access the activity using one of the following navigation options:

Transaction code SM36

SAP ERP GUI menu Tools CCMS Background Processing Define Job

2. On the Define Background Job screen, enter Z_HR_ALE_BATCH_JOB as Job name and choose Start condition (F5).

3. On the Start Time screen, choose Date/Time and enter the following data:


Scheduled start/Date Enter present date+1 day

Scheduled start/Time 00:00:00

Periodic job X (flagged)

4. Choose Period values and click on Daily.


© SAP AG of 48



7. Choose Step (F6).

8. On the Create Step 1 screen, enter the following data:


Name RBDMIDOC

Variant HR_ALE_CRM



ResultThis background job will select all Change Pointers for Message Type HRMD_ABA created when HR Master Data (Org. Unit, Job, Position and Employee) and Org. Structure is created or changed in SAP ERP System.

3.2.6 Distributing the Model View

Procedure1. To distribute the model view to the SAP CRM system, access the activity using one of the




2. Mark the model view HR Master Data to CRM – DEV.

3. Choose the menu option EditModel ViewDistribute.

4. Choose the logical system for CRM, e.g. CRMCLNT100.


ResultIf all previous steps are correctly executed, then the model will be replicated in the SAP CRM system with the same name.

3.3 ALE Setup – SAP CRM System

3.3.1 Mapping the Marital Status in SAP CRM with Marital Status in SAP ERP

Procedure1. To map the marital status in SAP CRM with marital status in SAP ERP, access the

activity using one of the following options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship ManagementMaster

© SAP AG of 48


DataBusiness PartnerIntegration Business Partner-EmployeeCompare Data Formats

2. Choose Conversion of Marital Status.

3. On the Conversion of Marital Status: HR - SAP-GP screen, choose New Entries (F5) five times.


MaritStat MaritStat Short Name

0 1 Single

1 2 Married

2 3 Widowed

3 4 Divorced

5 5 Separated


3.3.2 Mapping the Name Formats between SAP ERP and SAP CRM

UseIn CRM, the name formatting rules are used to determine the entry in the Full Name field of the Business Partner when created.


Transaction code SA13

SAP CRM IMG menu SAP Web Application Server Application Server Basis Services Address Management Forms of Address and Name Components Maintain Name Formatting Rules

2. On the Name formats screen choose the first row of the Name formats table.

3. Double-click on Name format fields in the dialog structure on the left-hand side and enter the following data:

Position Field name

1 NAME_LAST Last Name

2 NAME_FIRST First Name

3 TITLE Form of Address

4

5 NAME2 Name at Birth

6 NICKNAME Nickname or name used

7 TITLE_ACA1 Academic Title



© SAP AG of 48


6. Repeat the previous steps for each row of the Name formats table.


3.3.3 Generating Partner Profile in SAP CRM

Procedure1. To generate a partner profile in the SAP CRM system, access the activity using one of the



SAP CRM GUI menu SAP Web Application Server Application Server IDoc Interface / Application Link Enabling (ALE) Modelling and Implementing Business Processes Maintain Distribution Model and Distribute Views

2. Choose the distribution model created in step Creating Distribution Model, e.g. HR_CRM_DEV.

3. Choose the menu option EnvironmentGenerate Partner Profiles.

4. On the Generate Partner Profile screen, enter the logical system for ERP, e.g. ERPCLNT200 as Partner System and choose Execute (F8).


Result

Partner Profile is generated:

1. Message type HRMD_ABA is assigned as inbound parameter with the process code HRMD.

2. Message type SYNCH is assigned as an outbound parameter.

3. Basic Types HRMD_ABA01 and SYNCHRON are assigned to message types HRMD_ABA and SYNCH respectively in the partner profile.

4. A Transactional-RFC (t-RFC) Port for communication to SAP ERP is automatically created and the RFC destination for the SAP ERP system is assigned to the port.

Please note:

1. The t-RFC port is an automatically generated port and uses Internal Number range for the Port Number.

2. This number can vary between Development, QA and Production boxes of the system.

3.3.4 Separating Number Ranges for Business Partner in role Employee and Org. Unit

UseBy default, the ALE uses the Standard Internal Number Range for Business Partners creation in the roles Employee (BUP003) and Org. Unit (BUP004).

The following settings need to be done to ensure we have separate number ranges for Business Partner in Employee Role and Org. Unit Role.

Interval Y7 is to be used for Business Partners created in role BUP003 (Employee) via ALE.

© SAP AG of 48


Interval Y4 is to be used for Business Partners created in role BUP004 (Org. Unit) via ALE.

3.3.4.1 Defining Number ranges

Procedure1. To define number ranges, access the activity using one of the following navigation

options:

Transaction code BUCF

SAP CRM IMG menu Cross-Application ComponentsSAP Business PartnerBusiness PartnerBasic SettingsNumber Ranges and GroupingsDefine Number Ranges

2. Before creating new number range intervals you have to delete the SAP default number ranges.

3. Choose Intervals (Change intervals).

a. Business partners are already created for a number range.In this case the value of field Current number is higher than 0 and a deletion of the number range is not possible. Set the upper limit of the number range (field To number) to the value of field Current number.

b. No business partners have been created for the number range.In this case select the number range and choose Delete interval (Shift+F2).

4. Choose Insert Interval (Shift+F1).

5. Enter the following values:

No. From number To number Ext

Y7 0000010000 0000099999

Y4 0004000000 0004999999

6. Choose Insert (Enter).

7. Repeat steps 4 to 6 for the remaining rows of the table.



3.3.4.2 Defining Groupings and Assigning Number Ranges

Procedure1. To define groupings and assign number ranges, access the activity using one of the



SAP CRM IMG menu Cross-Application ComponentsSAP Business PartnerBusiness PartnerBasic SettingsNumber Ranges and GroupingsDefine Groupings and Assign Number Ranges

2. On the BP groupings screen, choose New Entries (F5).


Grouping Short name Description Number range

© SAP AG of 48


Y7 Employee Employee Y7

Y4 Org BP Business Partner for Org Units Y4



Please note:

1. The Number Range Interval ID and the corresponding Grouping ID must be the same or else the ALE will not create Business Partners with the required numbering.

2. The ALE will use the Number Range Interval corresponding to the Grouping Z2 for Business Partners created in the role Employee (BUP003) and Grouping Z3 for Business Partners created in the role Org. Unit (BUP004).

3.3.5 Activate Integration with Organizational Management

UseSome switches must be activated in SAP CRM to complete the ALE integration between SAP ERP and SAP CRM.

Procedure1. To edit the table contents of T77S0, access the activity using one of the following

navigation options:


SAP CRM IMG menu Customer Relationship Management Master Data Business Partner Integration Business Partner – Organization Management Setup Integration with Organizational Management

2. Maintain the following data:

Group Sem.abbr. Value abbr

Description Comments

HRALX HRAC X Activate HR Integration

Mandatory Switch! The ALE will not work otherwise

HRALX OBPON ON Integration O-BP Activated

Mandatory Switch! Program HRALXSYNC related to the ALE setup in CRM will work only if this switch is activated

HRALX ONUMB 2 Business Partner Number Assignment (Org. Unit)

Set to '2' since we are using our own Internal Number range for Business Partner in Role (BUP004 - Org. Unit)

HRALX OSUBG Y4 Business Partner Subgroup (Organizational Unit)

Indicates the Number Range Interval ID for Business Partners created in the Role (BUP004 - Org. Unit)

HRALX PBPHR ON Employees Are Replicated from HR

Set to 'ON' to indicate that when an Employee is created

© SAP AG of 48


System or changed in HR, the Business Partner in CRM is also created/changed accordingly

HRALX PNUMB 2 Business Partner Number Assignment (Employee)

Set to '2' since we are using our own Internal Number range for Business Partner in Role (BUP003 - Employee)

HRALX PSUBG Y7 Business Partner Subgroup (Employees)

Indicates the Number Range Interval ID for Business Partners created in the Role (BUP003 - Employee)

HRALX USRAC X Create Relationship to User

3. Choose Save (Ctrl+S) even if you get warnings saying that some switches are internal and should not be changed.

Result

After activating the switches HRALX-HRAC = 'X' and HRALX-PBPHR = 'ON', the ALE integration between SAP ERP and SAP CRM is Activated. You can no longer manually create or change Business Partners in the Role BUP003 (Employee) in SAP CRM. They must be maintained as HR employees first and then replicated via ALE.

3.3.6 Setting up a Periodic Job for comparison of SAP CRM and HR data

UseThe program HRALXSYNC enables you to run a consistency check for the integration of HR Master Data and Business Partner data and must be setup as a background job as part of the ALE integration between SAP ERP and SAP CRM.

Procedure1. To create a periodic job for comparison of SAP CRM and HR data, access the activity

using one of the following navigation options:


SAP CRM menu bar System Services Jobs Define Job

2. On the Define Background Job screen, enter ZHR_CRM_ALE_BATCH_JOB as Job name and choose Start condition (F5).

3. On the Start Time screen, choose Date/Time and enter the following data:


Scheduled start/Date Enter present date+1 day

Scheduled start/Time 02:00:00

Periodic job X (flagged)

4. Choose Period values and click on Daily.

© SAP AG of 48




7. Choose Step (F6).

8. On the Create Step 1 screen, enter the following data:


Name HRALXSYNC

Variant SAP&DEFAULT




ResultA background job is scheduled to compare and synchronize the data between CRM and ERP daily.

© SAP AG of 48


4 Running the ALE Scenario

4.1 Distributing only the existence of HR Objects to SAP CRM

UseThis is to ensure that the existence of the HR objects is distributed in SAP CRM before the relationships are transferred in step 4.2. This step is a pre-requisite to executing step 4.2 with minimal errors. See diagram below:

Procedure1. To distribute only the existence of HR objects to the SAP CRM system, access the

activity using one of the following navigation options:

Transaction code PFAL

SAP ERP GUI menu Tools ALE Master Data Distribution Human Resources Organizational Data and Master Data Send

2. On the HR: ALE Distribution of HR Master Data screen, enter the following data:

Field name User action and default values Comments

Object type O

Object ID Enter the Org. Unit under which you want to transfer the Org. structure

© SAP AG of 48


Evaluation Path OS-CP

Transfer mode Update

Infotype 1000

Receiv. Partner No. The logical system for CRM, e.g. CRMCLNT100

3. Choose Execute (F8).

Result

1. The evaluation path OS-CP will select all the Org. Units, Jobs, Positions and Employees under the Org. Unit which you have specified.

2. For Organizational Units, Jobs and Positions Infotype 1000 will be transferred which contains Object ID, Short Text and Description.

3. For Employees Infotype 1000 does not exist and hence nothing will be transferred.

4. The program generates IDocs which are sent and posted to SAP CRM. After all the IDocs are successfully posted Organizational Units, Jobs and Positions will be created with the same Object ID as in SAP ERP system.

5. Referring to SAP Note 363187, section "Perform the following steps in the sequence given if the target system is a mySAP.com system (SEM, CRM, BBP/EBP):", you can observe that the steps performed above are similar to steps 10, 11 and 12 mentioned in the Note.

At this point the organizational structure is not completely setup in SAP CRM. Only the elements of the organizational structure were transferred but there is no relationship between these elements so far in SAP CRM.

4.2 Distributing the Relationships and all Attributes for the HR Objects to SAP CRM

UseThis step transfers all relationships from Info Type 1001 and hence replicates the organizational structure to SAP CRM. See diagram below:

© SAP AG of 48


Procedure1. To distribute the relations and all attributes for the HR objects to the SAP CRM system,

access the activity using one of the following navigation options:

Transaction code PFAL

SAP ERP GUI menu Tools ALE Master Data Distribution Human Resources Organizational Data and Master Data Send

2. On the HR: ALE Distribution of HR Master Data screen, enter the following data:

Field name User action and default values Comments

Object type O

Object ID Enter the Organizational Unit under which you want to transfer the organizational structure

Evaluation Path OS-CP

Transfer mode Update

Infotype Leave blank

Receiv. Partner No. The logical system for CRM,e.g. CRMCLNT100


© SAP AG of 48


Result

1. The evaluation path OS-CP will select all the Organizational Units, Jobs, Positions and Employees under the Organizational Unit which you have specified.

2. For Organizational Unit, Jobs, Positions and Employees all related Info Types will be transferred including the links/relationships to other objects within the Org. Structure.

3. Relationships in SAP CRM have been created between the objects earlier transferred in step 01.

4. The organizational structure should be visible under the Organizational Unit which you have specified in a similar way as in SAP ERP (please check in transaction PPOSE in SAP ERP and in transaction PPOMA_CRM in SAP CRM systems).

5. Persons / Employees (P) in SAP ERP are created as Central Persons (CP) in SAP CRM.

6. The Object ID of Central Person (CP) in SAP CRM is same as Person (P) in SAP ERP.

7. Business Partner will be created in role BUP003 (Employee) for the Central Person in SAP CRM.

8. Central Person (CP) in SAP CRM will be linked to the appropriate Position (S) in the organizational structure (if the same link exists between P and S in SAP ERP).

9. Referring to SAP Note 363187, section "Perform the following steps in the sequence given if the target system is a mySAP.com system (SEM, CRM, BBP/EBP):", you can observe that the steps performed above are similar to steps 13, 14, 15 and 17 as mentioned in the Note.

10. If you maintained the system user for an employee in ERP (Infotype 0105, Subtype 0001) this relationship was also transferred. If this user exists in CRM the relationship between Business Partner and user is created and the user will be displayed in the Organizational Model below the Business Partner. The field User Name at the Identification tab of Business Partner Maintenance transaction is set to read-only in order to avoid inconsistencies between ERP and CRM. In case the user does not exist in CRM the relationship will be transferred anyway without an error message and the connection in the organizational model will be displayed as soon as a user with the corresponding User ID is created.

At this point the organizational structure has fully been replicated into SAP CRM.

© SAP AG of 48


5 Organizational Model Extension for SAP Best Practices Scenarios

5.1 Organizational Model Overview

Organizational Management in CRM offers you a flexible tool for handling your company’s task-related, functional organizational structure as a current organizational model.

You can maintain the company structure including the positions and employees in an application and assign specific data (attributes) to the organizational units.

The organization model will be especially used for organizational data determination within the CRM scenarios for marketing, sales and service.

Compared to ERP the organizational model in CRM is more comprehensive, flexible and dynamic.

A synchronization of the organizational structure for sales and service in ERP and CRM is possible via mapping of organizational units. This is a prerequisite for a master data and transactional data integration between ERP and CRM.

For details about setting up an organizational structure please see the CRM standard documentation.

In the following a sample organizational structure will be defined. It consists of separate organizational units for marketing, sales and service. Positions will be assigned to the different organizational units in order to implement the functional task distribution of individual items and their reporting structure in the organizational model. Employees are assigned to these positions as holders.

These sample organizational structure is essential for all SAP Best Practices scenarios because organizational data determination, partner determinations and evaluations are based on this structure.

If you use ERP as a back-end system in CRM, you need the sales structure from the SAP ERP system in order to transfer or create master data (for example, business partner, products, and conditions) in CRM.

The organizational model can be initially created automatically based on the sales organizational structure in ERP.

But this functionality will not be used for the following reasons:

SAP Best Practices for CRM can also be used without an ERP system as a back end if only scenarios without ERP integration are implemented, such as Activity Management, Opportunity Management

An automatic transfer of the ERP sales structure is only possible once. Errors may occur in organizational data determination if there are already organizational units in the system. Further changes in the organizational model have to be maintained manually in the CRM system anyway.

SAP Best Practices customizing settings are based on the sample organizational model, i.e. in case of deviations from this sample model all pre-defined setting for organizational data determination etc. will not work.

A complete organizational model including organizational units, positions and employees has already been created in the CRM system using the HR integration.

© SAP AG of 48


But in order to run the SAP Best Practices scenarios the following adaptations to this organizational model are required:

Some distributed organizational units have to be marked as marketing, sales and service organization.

Attributes have to be assigned to organizational units in order to allow specific functionalities like organizational data determination.

For the ERP integration (master and transaction data integration) a mapping between ERP and CRM organizational units especially in the sales area has to be executed.

Positions and employees of the organizational model have to be rearranged in the organizational model to fit the scenario requirements.

5.2 Organizational Model Synchronization ERP <-> CRM

Please check the Delta Guide.

UseThe ERP system is closely linked to the CRM system. The two systems have to be synchronized in some configuration areas, such as the organizational model.

Decide which sales areas you need to have in the CRM system, and check them in the ERP system.

A sales area consists of:

a sales organization

distribution channels

divisions

The sales areas and related data are downloaded from ERP to CRM.

Please skip these sections if you use CRM as a standalone system.

5.2.1 Checking Sales Organization (SAP ERP)



Transaction code OVX5

SAP ERP IMG menu Enterprise Structure Definition Sales and Distribution Define, copy, delete, check sales organization

2. Identify your required Sales Organizations.

© SAP AG of 48


5.2.2 Checking Distribution Channels (SAP ERP)



Transaction code OVXI

SAP ERP IMG menu Enterprise Structure Definition Sales and Distribution Define, copy, delete, check distribution channel

2. Identify the required Distribution Channels.

5.2.3 Checking Divisions (SAP ERP)



Transaction code OVXB

SAP ERP IMG menu Enterprise Structure Definition Logistics - General Define, copy, delete, check division

2. Identify your required Divisions.

5.2.4 Checking Sales Areas (SAP ERP)



Transaction code OVXG

SAP ERP IMG menu Enterprise Structure Assignment Sales and Distribution Set up sales area

2. Identify your required Sales Areas.

5.2.5 Checking Assignment of Sales Offices to Sales Areas (SAP ERP)


Procedure

© SAP AG of 48


1. Access the activity using one of the following navigation options:


SAP ERP IMG menu Enterprise Structure Assignment Sales and Distribution Assign sales office to sales area

2. Identify your required Sales Offices for the selected sales area.

5.2.6 Checking Assignment Company Code -> Sales Organization (SAP ERP)



Transaction code OVX3

SAP ERP IMG menu Enterprise Structure Assignment Sales and Distribution Assign sales organization to company code

2. Identify your required assignments for CRM.

5.2.7 Checking Assignment Distribution Channel -> Sales Org. (SAP ERP)



Transaction code OVXK

SAP ERP IMG menu Enterprise Structure Assignment Sales and Distribution Assign distribution channel to sales organization


5.2.8 Checking Assignment Division Sales Organization (SAP ERP)



Transaction code OVXA

© SAP AG of 48


SAP ERP IMG menu Enterprise Structure Assignment Sales and Distribution Assign division to sales organization


5.3 Maintain Organizational Data for Marketing and Sales Scenarios

5.3.1 Performing Division Settings (SAP CRM)


UseYou can specify whether or not you work with divisions in the CRM system.

If you use CRM together with an ERP system, you must always maintain a dummy division in ERP, in order that you can exchange data (master data and documents) between systems, if you are not using a header division in CRM.

If you use a header division in CRM you do not need to use a dummy division for data transfer between the ERP and CRM systems.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Division Settings Define Use of Division and Dummy Division

2. Deselect the checkbox Division not act.

3. Select the indicator Header Div. Act. if you wish to use divisions at header level in business transactions in CRM Enterprise.

4. Enter an R/3 dummy division for the list of SAP ERP divisions identified in step Checking Divisions (SAP ERP).

5.3.2 Defining Divisions


Use

In this step, you can define divisions for CRM in addition to those copied from the ERP system.

© SAP AG of 48


You normally have to maintain divisions manually only if you use a CRM standalone system, where no ERP integration is implemented. Otherwise the divisions have been copied automatically from ERP into CRM via the initial data replication.

Procedure1. Access the activity using the following navigation options:


SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Division Settings Define Divisions

2. Choose New Entries (F5).

3. Enter the ID and description of your central ERP division in case the division has not been replicated from the ERP.

4. You can enter additional divisions, but for the SAP Best Practices scenarios only the first entry will be used.

5. Save your entries.

5.3.3 Defining Distribution Channels


Use

In this step, you can define distribution channels for CRM.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Organizational Data for Sales Scenario Define Distribution Channels


3. Enter 1 – 3 distribution channels with ID and description according to the distribution channels in your ERP system.


5.3.4 Defining Combination of Distribution Channel and Division


© SAP AG of 48


Use

In this step, you can define combinations of distribution channels and divisions that can be assigned as attributes to the sales organization to define a sales area.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Organizational Data for Sales Scenario Define Combination of Distribution Channel and Division


3. Enter possible combinations of distribution channels and divisions according to your sales areas in the ERP system and your settings in the preceding activities.


5.4 Maintaining Organizational Units

UseOrganizational units are functional units of a company. Depending on how task distribution is organized in a company, these can be, for example, departments, groups or project teams.

Separate organizational units for marketing, sales and service will be defined.

The organizational unit in sales and distribution structures the company according to SD requirements. Sales transactions are prepared and implemented in a sales organization. Several sales offices or sales groups or other freely definable organizational units can be assigned at lower level than the sales organization. It is not possible, however, for other sales organizations to be subordinate to a sales organization. You can assign attributes to a sales organization in organizational plan maintenance. The sales organization is then responsible for these attributes; for example, one or more divisions and distribution channels, a language, or a postal code.

In addition there are organizational unit in the service area in which services are planned and prepared.For CRM service there is the attribute Service organization, which you set in organizational model maintenance on the Function tab page. This attribute flags an organizational unit as a responsible organizational unit in the service area. This means that the organizational unit is flagged as a superordinate organizational unit in the service area, to which you can assign subordinate organizational units.

Subordinate organizational units, the responsible service organizations, report to the service organization. By inheriting the attribute Service organization, the system identifies the subordinate organizational units implicitly as organizational units for the service area.

A complete organizational model including organizational units, positions and employees has already been created in the CRM system, i.e. no further organizational objects have to be maintained directly in the CRM system but only attributes for organizational units.

© SAP AG of 48


5.4.1 Adapting the Organizational Model

UseThe SAP Best Practices scenarios are working with the following organizational model in case no HR integration has been configured:

DescriptionHierarchy Level

Object TypeCode

SAP Best Practice Company 0 Org Unit BP_COMP

BP Marketing Organization 1 Org Unit BP_MARKET

Marketing Manager 2 Position POS_MKT_MGT

Melanie Richard 3 Holder

Marketing Employee 2 Position POS_MKT_EMP

Richard Lion 3 Holder

BP Sales Organization 1 Org Unit BP_SALES

BP Direct Sales 2 Org Unit BP_SLS

Director of Sales 3 Position POS_SLS_DIR

Peter Seller 4 Holder

BP Sales Office Central 3 Org Unit BP_SO_CENTER

Sales Manager 4 Position POS_SLS_MAN

Jennifer Stone 5 Holder

Sales Employee 4 Position POS_SLS_EMP

Michael Curtis 5 Holder

BP Sales Call Center 2 Org Unit BP_IC_SAL

IC Manager 3 Position POS_ICM_SAL

Angela Lucata 4 Holder

IC Agent Marketing 3 Position POS_IC_MKT

Michelle Dean 4 Holder

IC Agent Sales 3 Position POS_IC_SAL

Judie Coltman 4 Holder

BP Service Organization 1 Org Unit BP_SERVICE

Service Manager 2 Position POS_SRV_MAN

Ryan Reval 3 Holder

BP Service Back Office 2 Org Unit BP_SRV

Service Employee 3 Position POS_SRV_EMP

Barbara Lee 4 Holder

BP Service Technicians Group 2 Org Unit BP_TECH

Service Technician 3 Position POS_SRV_TECH

Matthew Carter 4 Holder

© SAP AG of 48


DescriptionHierarchy Level

Object TypeCode

BP Service Call Center 2 Org Unit BP_IC_SRV

IC Manager 3 Position POS_ICM_SRV

Angela Lucata 4 Holder

IC Agent Service 3 Position POS_IC_SRV

Ann Anderson 4 Holder

BP IC Support 2 Org Unit BP_IC_SUP

IC Agent Support 3 Position POS_IC_SUP

Peter Best 4 Holder

In case of the HR integration organizational units, positions and holders will deviate from this sample organizational model.

For a consistent usage of the SAP Best Practices scenarios you have to make sure that at least corresponding positions with an employee assignment exist in your organizational model.

5.4.2 Assigning Attributes to Organizational Unit


UseYou can use general attribute maintenance to attribute data (attributes) to organizational units, when creating your sales and distribution or service structure. You always maintain these attributes specifically for a scenario (Sales or Service).

CRM distinguishes between organizational and business attributes:

organizational attributes define the type of organizational unit, for example, whether it is a sales organization or a service group.

business attributes define the responsibility of an organizational unit, for example, for which distribution channels or product groups an organizational unit is responsible.

Attributes can have one or more values. For some attributes, you can also enter areas (for example, partner numbers 001 to 300).

In the following you have to classify specific organizational units, e.g. define a selected organizational unit as sales organization.

In addition attributes like region, postal codes, distribution channels etc. have to be assigned. This attributes are the basis for marketing, sales or service related operations like organizational data determination.


SAP CRM WebClient menu Master Data Organization Model

2. Enter the description of the relevant organizational unit, e.g. the unit that will be used as sales organization and choose Search.

3. In the view area Result List, select the organizational unit.

© SAP AG of 48


4. In the assignment block Organizational Unit select the organizational unit, that you want to maintain

5. In the view Allow Org. Unit to be Determined of the assignment block Organizational Unit Details, select field if necessary. Otherwise this organizational unit will not be taken into consideration for the organizational data determination.Make at least assignments for the following organizational units:

Organizational Unit Details

Organizational Unit IDFunctions Allow Org. Unit to be

Determined

<HR Marketing Org Unit> Marketing Organization Marketing

<HR Sales Organization> Sales Organization Sales

<HR Sales Office> Sales Office Sales

<HR Service Organization> Service Organization Service

<HR Service Team> Service Team

5. In order to maintain the attributes select the created organizational units one after another and choose Edit List in the assignment block Attributes.

6. Maintain all required attributes for all three scenarios (Marketing, Sales and Service) of an organizational unit if necessary.For the SAP Best Practices organizational model maintain the following attributes.Most of the values can not be pre-defined because they are depending on the country or on the individual organizational structure. The entry <PV> indicates that the value has to be personalized according to the project situation.

Organizational Unit ID

Scenario AttributeValue Value to

<Root Org Unit> Marketing Country <PV>

Ref. currency for document <PV>

Sales Country <PV>

Ref. currency for document <PV>

Correspondence Language <PV>

Service Country <PV>

Correspondence Language <PV>

<HR Marketing Org Unit>

AllOnly inherited attribute values

<HR Sales Organization>

Sales Division <PV>

Distribution Channel <PV>

Postal Code 00000 99999

Tupel (…) <PV>

<HR Sales Office> Sales Region <PV> <PV>

<HR Service Organization>

Sales Region <PV>

Tupel (…) <PV>

Division <PV>

© SAP AG of 48


Organizational Unit ID

Scenario AttributeValue Value to

Distribution Channel <PV>

Postal Code 00000 99999

Service Postal Code 00000 99999

7. In the assignment block Attributes, choose the button Check Consistency for the consistency. Examine the messages for the check results.

8. Choose Save.

5.4.3 Matching Sales Organization



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Assignment of Organizational Units from SAP ECC Assign SAP CRM Sales Organizations to SAP ECC Sales Organizations


3. Maintain the following data using the input help:

Field Name Entry

Sales Organization ID <ID of CRM Sales Organization>

R/3SlsOrg <corresponding ERP Sales Organization> (e.g., 1000)


5.4.4 Matching Sales Offices

UseIn case you are using sales offices in SAP ERP and in SAP CRM, you have to map these sales offices.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Assignment of Organizational Units from SAP ECC Assign SAP CRM Sales Offices to SAP ECC Sales Offices



Field Name Entry

Sales Office <ID of CRM Sales Office>

© SAP AG of 48



5. Repeat this step for every CRM Sales Office.

5.4.5 Matching Service Organization



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Assignment of Organizational Units from SAP ECC Assign SAP CRM Service Organizations to SAP ECC Maintenance Planning Plants



Field Name Entry

Service Organization <ID of CRM Service Organization>

MnPlngPlnt <corresponding ERP Maintenance Planning Plant>


5.5 Integration of System Users and Employees ERP <-> CRM

5.5.1 Creating System Users (SAP ERP)

UseIf not already done, you need to create some additional system users in the ERP system.These users are required to perform the ERP steps of the business process procedures of the SAP Best Practices scenarios.

Procedure1. To create a new system user, choose one of the following navigation options:

Transaction code SU01

SAP ERP GUI menu Tools Administration User Maintenance Users

2. In the User field, enter the system user name SALES_MAN.

3. Choose Create (F8).


Field name Value

Address tab page

Last name Stone

First name Jennifer

© SAP AG of 48


Field name Value

Function Sales Manager

E-Mail <E-mail address> (optional)

Logon data tab page

Initial password initial

Repeat password initial

User Type Dialog

Profiles tab page

Profile Leave empty. Will be assigned in the next activity


6. Repeat these steps for the following system user SALES_EMPL:

Field name Value

Address tab page

Last name Curtis

First name Michael

Function Sales Employee

E-Mail <E-mail address> (optional)

ResultAdditional system users were created in the ERP system.

5.5.2 Assigning Role to System Users

UseThe users created in the preceding activity will be used in order to access specific ERP transactions from the CRM system.

In order to avoid that these users will be able to access additional transactions, a PFCG role has to be assigned to the users to limit the authorizations.

Procedure1. The predefined authorization roles are provided as attachment BP_CRM_ROLES.ZIP to

the general SAP note for this SAP Best Practices version. Download and unzip the roles to your local directory.


Transaction code PFCG

SAP CRM ERP menu Tools Administration User Maintenance Role Administration Roles

3. Choose Role Upload and upload the following roles from your local directory:

Role ID Name

BP_CRM_SALES_MANAGER BP CRM Sales Manager

© SAP AG of 48


4. Choose Change.

5. Choose tab Authorizations.

6. Choose Change Authorization Data.

7. Adapt authorizations if required.

8. Choose Save.

9. Choose Generate.

10. Choose Back.

11. Choose tab User.

12. Enter user SALES_MAN and SALES_EMPL in field User ID.

13. Choose User Comparison.

14. Choose Complete Comparison.

15. Choose Save.

5.5.3 Maintaining Service Representative (SAP ERP)

UseIn this step you maintain additional attributes for an employee with role Service Representative.

PrerequisitesYou have created the master data set for employee Barbara Lee in ERP.

Procedure1. Access the activity using the following navigation option:

Transaction code PA30

2. In field Personnel no enter the personnel number you got when creating employee Barbara Lee and choose Enter.

3. On tab Basic personal data enter the following data (using the input help):

Field name Value

Direct selection

Infotype 0007 (Planned Working Time)

4. Choose Change.

5. On screen Change Planned Working Time maintain the following example data:

Field name Value

Work schedule rule

Work schedule rule FLEX

Time Mgmt status 0 0 - No time evaluation

Working time

Employment percent 100

Daily working hours 7,70

© SAP AG of 48


Field name Value

Weekly working hours 38,50

Monthly working hours 167,40

Annual working hours 2008,80

Weekly workdays 5,00


For service confirmation process reasons check whether a cost center is maintained for employee Barbara Lee in case she is supposed to be the execution service employee. In this case costs have to be transferred from CRM to ERP FI/CO.

To assign a cost center, you need to deactivate the integration to the Organizational Management. To do so, you need to open table T77S0 with transaction code SE30 and switch the entry PLOGI ORGA from X to <blank>.Now you are able to maintain the field Cost Center within the Infotype text Organizational Assignment (on tab Basic personal data).

If you still want to use the integration to the Organizational Management, you need to set the entry PLOGI ORGA back to X, maintain the cost center within the organizational unit or place, and assign that cost center entry to the employee afterwards.

5.6 Checking Organizational Structure

5.6.1 Updating List of Organizational Units

UseRun this activity to make changes to the organizational model visible for applications working on the model. Normally changes are not visible until the following day.

Procedure


Transaction code CRMD_INDEX_OM

SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Tools Update List of Organizational Objects

2. Execute (F8) the update for object types O (Organizational unit) and S (Position).

5.6.2 Checking Settings for Attribute Maintenance

UseCheck the consistency of the attribute assignments to the organizational units.

© SAP AG of 48


Procedure


Transaction code COM_OM_ATTRIBUTECHK

SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Tools Check Settings for Attribute Maintenance

2. Execute (F8) the check.

5.6.3 Checking Organizational Data Settings

UseSee documentation of the IMG activity for details about this check

Procedure


Transaction code CRM_ORG_PROUVE

SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Tools Organizational Data Settings Check

2. Execute (F8) the check.

5.7 Set Up Buffering for Sales Scenario

Some processes of CRM need to have the sales areas. The sales areas are represented in the organizational model that you can maintain with the transaction PPOMA_CRM, this means they are not physically stored, but they are the result of the different combinations of sales organizations, sales offices, sales groups, channels and divisions maintained in the organizational model.

Whenever a CRM transaction or a business partner needs the sales areas, they are calculated, and this is an expensive process. To speed up this process, the sales areas are buffered.

Report HRBCI_ATTRIBUTES_BUFFER_UPDATE is used to buffer the attributes of organizational management objects. To enable buffering you have to maintain view T77OMATTR.

5.7.1 Enable Buffering for Sales Scenario


Transaction code OOATTRCUST

© SAP AG of 48


2. Select the structure node Scenarios.

3. Flag the field in the column Buffering for the scenario SALE.


5.7.2 Update Buffers for Sales Scenario


Transaction code SA38

2. Select the report HRBCI_ATTRIBUTES_BUFFER_UPDATE.

3. Flag the fields Delete All Buffers and Restructure Buffer on (Date).


In Note 737315 further details regarding this topic are described. Note you can also schedule a job in transaction SM36 to run this report regularly.

5.8 Organizational Units Assignment

5.8.1 Creating a Billing Unit

UseThe purpose of this activity is to create the billing unit(s) being assigned to sales orders via the respective sales organization when performing sales transactions.

PrerequisitesYou are logged on to the CRM WebClient with user power_user and password welcome.


SAP CRM WebClient menu Master Data Create: Corporate Account

2. In the assignment block Account Details enter at least the following data:

Field Name Field Entry

General Data

Name 1 <description of the billing unit> (e.g., BP Billing Unit)

Main Address and Communication Data

Country <relevant country> (e.g., DE)

3. Press Enter.

4. In the assignment block Roles choose Edit List and select the Role Billing Unit from the dropdown list.

© SAP AG of 48


5. Save your entries and take a note of the number of the newly created Billing Unit:

BP ID:_______________________________

ResultA billing organization unit has been created.

5.8.2 Assigning Billing Unit to Sales Organization

UseIn this activity you define which billing unit is determined from the sales organization. This applies to sales transactions in CRM Online that are billed in CRM Online and then posted as billing documents in SAP ERP Financial Accounting (FI).

PrerequisitesThe respective sales organizations and billing units are already defined in the system.

Procedure1. Access the activity using the following navigation options


SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Cross-System Assignment of Organizational Units Assign Billing Units to Sales Organizations

2. Choose New Entries (F5) and enter the following data:


Sales Org. <ID of HR Sales Organization>

Bill. Unit <ID of BP Billing Unit>


ResultA billing unit has been assigned to each relevant sales organization.

5.8.3 Assigning Billing Unit to Service and Sales Organization

UseThe purpose of this activity is to define for service and sales transactions which billing units are found from the appropriate service/sales organizations.

PrerequisitesThe respective service and sales organizations and billing units are already defined in the system.


© SAP AG of 48



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Cross-System Assignment of Organizational Units Assign Billing Units to Service/Sales Organizations



ServiceOrg <ID of HR Sales Organization>

Sales Org. <ID of HR Service Organization>



ResultA billing unit has been assigned to each relevant service and sales organization.

5.8.4 Assigning Company Code to Billing Unit

UseThe purpose of this activity is to define which company code is determined from the respective billing unit. This applies to sales transactions and service transactions in CRM Online that are invoiced via CRM Online, and posted as billing documents in SAP ERP Financial Accounting (FI).

PrerequisitesCompany Code 1000 has been replicated and a new billing unit has been created.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Cross-System Assignment of Organizational Units Assign Company Codes to Billing Units

2. Choose New Entries (F5) and select the following values (using the input help):



CoCode <your company code> (e.g., 1000)

You are able to choose 1000 as company code if you have installed SAP Best Practices for Baseline in your ERP backend system.


© SAP AG of 48


5.8.5 Assigning Business Area to Service and Sales Organization

UseIn this activity you define which business areas are determined from which service organization, sales organization, distribution channel, and division combinations. This applies to CRM service transactions that are invoiced via CRM Online and posted as invoices in ERP FI.

The input help for business areas offers the business areas in the ERP system that is assigned to the CRM Online application. If you have the SAP system number displayed bottom right in your SAP window you see the number of the SAP system there when you use the input help for business areas.

PrerequisitesThe respective service and sales organizations and billing units are already defined in the system.

Procedure

1. Access the activity using the following navigation options:


SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Cross-System Assignment of Organizational Units Assign Business Areas to Service/Sales Organizational Units



ServiceOrg <ID of HR Service Organization>

Sales Org. <ID of HR Sales Organization >

DChan <your distribution channel> (e.g., 10)

Division *

Bus. area <your business area> (e.g., 0001)

You are able to select 10 as distribution channel and 0001 as business area if you have installed SAP Best Practices for Baseline in your ERP backend system.


ResultA billing unit has been assigned to each relevant service and sales organization.

5.8.6 Assigning Plant and Storage Location to Service Organization

UseThe assignment applies to service processes in SAP CRM and is used to determine the correct plant and storage location when withdrawing or reserving spare part items.

© SAP AG of 48


PrerequisitesThe respective service organizations units are already defined in the system.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Cross-System Assignment of Organizational Units Assign Plant and Storage Location to Service Organizational Units



Service Organization <ID of HR Service Organization>

Service Team *

Service Employee *

Plant <your plant> (e.g., 1000)

Stor. Loc. <your storage location (e.g., 0001)

You are able to select 1000 as plant and 0001 as storage location if you have installed SAP Best Practices for Baseline in your ERP back-end system.


ResultA plant and storage location has been assigned to each relevant service organization.

5.9 CRM WebClient UI Settings

5.9.1 Assigning Business Roles to Positions

UseThe purpose of this activity is to assign business roles to positions in the organizational model. Thus, SAP users and employees assigned to a position within the organizational model are also assigned to the corresponding business role.

Procedure1. Log on to the SAP CRM WebClient with the user POWER_USER.

2. Access the activity using the following navigation options:

SAP CRM WebClient menu Master Data Search: Organization Model

3. In the view Search Criteria enter BP Company in field Description and Organizational unit in field Find by.

4. Choose Search.

5. In the view Result List click on the Organizational Unit you searched for.

© SAP AG of 48


6. In the assignment block Organizational Unit navigate to the according position as indicated in the table below.

7. Select the according position, e.g. Marketing Manager.

8. Open the assignment block Position Details and choose Edit.

9. In the view Role Assignment, select the proper role from the dropdown list.

10. Choose Save.

11. Perform steps 6-10 for the following positions and business roles. The positions are taken from the SAP Best Practices sample organizational model. In case of the HR integration you have to choose your own positions.

Position Business Role

BP Company BP Marketing Organization Marketing Manager.

BP_MKT_MAN

BP Company BP Marketing Organization Marketing Employee.

BP_MKT_EMPL

BP Company BP Sales Organization BP Direct Sales BP Sales Office Central Sales Manager

BP_SLS_MAN

BP Company BP Sales Organization BP Direct Sales BP Sales Office Central Sales Employee

BP_SLS_EMPL

BP Company BP Sales Organization Director of Sales BP_SLS_MAN

BP Company BP Sales Organization BP Sales Call Center IC Manager

BP_IC_MAN

BP Company BP Sales Organization BP Sales Call Center IC Agent Marketing

BP_ICA_MKT

BP Company BP Sales Organization BP Sales Call Center IC Agent Sales

BP_ICA_SLS

BP Company BP Service Organization Service Manager BP_SRV_MAN

BP Company BP Service Organization BP Service Back Office Service Employee

BP_SRV_EMPL

BP Company BP Service Organization BP Service Technicians Group Service Technician

BP_SRV_TECH

BP Company BP Service Organization BP Service Call Center IC Manager

BP_IC_MAN

BP Company BP Service Organization BP Service Call Center IC Agent Service

BP_ICA_SRV

BP Company BP Service Organization BP IC Support IC Agent Support

BP_ICA_SRV

ResultRoles are not directly assigned to users but to positions in the organizational model. Users are then linked to a role by assigning them to a position.

© SAP AG of 48

crm 1

Documents

sap crm

sap products

sap netweaver

sap notes

sap group products

registered trademarks

express permission of

affiliated companies