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SAPCRMConsultant
SAPCRMTechnical&FunctionalLearningandsharing

CRMArchitecture
SAPCRMARCHITECTURE

PDA:PersonalDigitalAssistant.

SAPCRMisadifferentphysicalserverwhichhasgotitsowndatabase.Anditcanbe
addressedwitheitherofthesenames.
CRMonline,CRMEnterprise,CRMServer.
R/3standsforrealtime3tierarchitecture.OnwhichSAPapplicationsarebuild
R/3SAPERPapplication.

CRMserverisaseparateapplicationwhichisinstalleddatabase.

CRMServerisconnectedtoR/3fordeliveringproducttothecustomerthatmeanswhena
salesorderiscreatedinCRMitget&ReplicatedtoR/3whereR/3isresponsiblefor
deliveringproducttocustomer.

B/WisadatawarehousingapplicationfromSAPandwhenitisconnectedwithCRMfor
analyzingandgeneratingreportsbasedsothat(problem)toplevelmanagementcantake
decisions.
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APO(Advancedplanner&Optimized).Whereitprovidesplanningfunctionalityand
OptimizestheoverallbusinessProcessofacompany.

ATP(AvailabilitytoPromise).ATPcanbedefinedascheckingtheavailabilityof
Stock(quotation)inordertopromiseQuotationthecustomer.

CIC:CICandinternetwillhavepermanentQuotationconnectivitywiththeCRMServer
i.e.,theydirectlystoreorretrievedatafromCRMServer.

BW:BusinessWarehousingApplication,Itcaptures,analyzesdataandgenerates
reports.

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CR100BASECUSTOMIZATIONS

1.BusinessPartner
.

Def:BusinessPartnercanbedefinedasanentitywhichtakespartinabusiness
Transaction.

E.g.:Dealer,Distributor,StockiestEtc.

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BusinesspartnersinCRMarecategorizedinto3types.

1. Person(individual)2.Organization(Company)3.Group(Twoormorethanpeople)

1. SOLDTOPARTY.

1. SHIPTOPARTY.

c.BILLTOPARTY.

d.PAYER.

e.CONTACTPERSON.

f.EMPLOYEE

g.PROSPECT.

Roles:

1. SoldToParty:ABusinesspartnerwhoraisespurchaseorder.

2. ShiftToParty:ABusinesspartnertowhomtheproductsaredelivered.

3. BillToParty:ABusinesspartneronwhosenametheInvoiceisraised
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4. Payer:Abusinesspartnerwhoactuallypaysthebillamount.

Note:Soldtoparty,ShiftToParty,BillToPartypayerrolesareinterlinkedwitheach.That
meanswheneveranyoneroleoutofthisfourisassignedtoubusinesspartner,system
automaticallymaintainstheremainingthreeroles.

5. Contactperson:Isabusinesspartner(EX:Srikanth,Co.name:DELL)withwhomthesales
executivenegotiatesaboutadeal.

Contactpersonisalwayscustomersideperson.

6. Employee:Employeeisabusinesspartnerwhoisresponsibleforcarryingoutsalesactivityof
yourclient.

Employeeisaclientsideperson.

7. Prospect:Prospectisabusinesspartnerwhoisinterestedinbuyingproductsareservices.That
meansfirsttimecustomer.

Relationship:

RelationshipislinkbetweentwoentitiesorRelationshipisusedtodefinethebondbetweentwo
entities(BPs).
Note:Wheneverarelationshipestablishedbetweentwobusinesspartners,systemwill
Takecareofwritingreverserelationshipbetweenthem.

Grouping:
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Groupingisusedfornumberassignmentandsegregationofbusinesspartners.Numberranges
aretwotypes:Internal&External.

1.InternalNumberrange:Whenagroupingwithinternalnumberrangeisusedforcreatinga
businesspartner,systemassignsthenumberautomaticallyonaftertheotherinasequentialorder.

1. ExternalNumberrange:Whenagroupingwithexternalnumberrangeisusedforcreatinga
businesspartner,theuserhastoassignthefreenumbermanually.

Note:Externalnumberrangecanalsobeusedformaintainingnumbersforthebusiness
partnerrecordswhicharecomingfromanexternalsystemtoCRM.

Note:Forcreatingabusinesspartnerthecategoryandgroupingsaremandatorywhereas
rolesandrelationshipsareoptional.

Exercise().

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IdentificationNumbers:

Identificationnumbersareusedtomaintainsomeuniquenumberswhicharenotrelatedwith
SAPforabusinesspartnerlikepassportnumber.Drivinglicensenumberetc.,

ExternalBPnumbers:Legacysystem.
Gotocontroldata.

BPType:Isusedtosegregatebusinesspartnersaccordingtotheclientsrequirements.
EX:Dealers,Stockiestetc,,

AuthorizationGroup:Onlysomepeopleareauthorizedtouseapplication.

DataOrigin:Sourceofdatafromwhereyouaregettingthedata.

LongText:Usedtomaintainremarksaboutthecustomer.Ifthereisanyadditionalinformation
isthereSTATUS:itcanbenoteddownhereforfuturereference.

ActivityFlag:Olddata,Backup:TodeletetheexistingBP.Ifyoudeleteabusinesspartner
directly.

GotoStatus:ThecorrespondinginformationwillalsobedeletedtoavoidtheisproblemBP
shoulddeletedthrough.

ArchivingFlag:Itmustbeselectedinordertodelete/ArchivingFlagabusinesspartner.
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Lock:CentralBlockToblockthecustomerswhohasnotpaidtheoutstandingamount.
NotReleasedwithholdingtheBPfortransactions

Documents:ElectronicfilesattachthedocumentstoBPrecordonly.Thisapplicationfacilitates
theemployees/Managertocheckthefilesatanylocation.

BusinessPartnerDownloads:

Note:Wheneverwestarttheimplementationwithbasecustomization.Withoutapplicationwe
cannotmovetochannel.

Phase1.Basecustomization.
Phase2.Application.
Phase3.Channel.

Theyare3typesofdownloadsavailable.

1. InitialDownloadR/3CRMunique.
2. DeltaDownloadR/3CRMReoccurring.
3. SynchronizationCRMMobile.

InitialdownloadisusedtobringallthecustomersofR/3toCRM.
Deltadownloadisresponsibleforupdatingthechangeswhicharecarriedoutinonesystemto
theothersystem.
SynchronizationtakesplacebetweenCRMandmobilefortransferringBPdata.

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BusinessPartnerDataConsistency:ItismaintainedbetweenR/3andCRMbydefining
InternalnumberrangesofR/3asExternalnumberranges
inCRMandviceversa.

FieldGroupings:

AFieldgroupingisusedtocustomizethefieldsofaBP,wherethefollowingoptionsare
available.

SAPhasgivenfiveoptions.

HIDEsuppressesthefield.

REQUIREDENTRYMandatory.

DISPLAYOnlydisplay,dataconnotbemaintained.

OPTIONALavailableundermovefieldbutton.

NOSPECIFICDatacanbemaintainedbutnotmandatory.
Fieldgroupingscanbecarriedoutatfourlevels.

1.BPClientMostgeneric.
2.BPRoleBasedonrole.
3.BPActivityCreate/change/display.
4.BPTypeE.g.:Dealer/stockiest.
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BPTypes:

ScreenconfigurationisusedtocustomizethescreensofaBPlikedeletingasectionofadatatab.
Rearrangingtab&creatinganewdatatabetc.

TOOLVCT:ThetoolwhichisusedforscreenconfigurationisVCT(Visualconfigurationtool)

TASK:CustomizethescreensoftheroleRetailerbydeletingAddressIndependencesection
underAddressDataTabandbyaddinganewDatatabundergeneraldata.

NOTE:Dontdothisinrealtimefirstofallfindoutifanycustomizationsarecarriedoutforthe
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roleretailer.IfitiscustomizedrevertitbacktoSAPstandards.

TESTING:

Open/createaBPandassigntheroleretailerandcheckforaddressindependentcommonunder
addressdatatab.

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2.OrganizationalModel

Twosectionsunderthistopic.Theyare

1. Organizationalmodel.
2. Organizationaldatadetermination.

1. Organizationalmodel:Organizationalmodelisusedtorepresentthefunctionalstructureofa
Company.

1. a.Companycanbedefinedasagroupofcompanycodes.

1. b.Companycodecanbedefinedasbalancesheetwithauniquecountryandcurrency.

1. c.Salesorganizationcanbedefinedasalogicalentitywhichislegallyresponsibleforallthe
salesactivitiesinanarea.

1. d.Distributionchannelisthepaththroughwhichtheproductreachestheendcustomer.
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Eg:dealers,stockiests,retailersetc.

1. e.Divisioncanbedefinedasaproductlinewhichconsistsproductswiththesimilar
characteristics.

1. f.Salesofficecanbedefinedasaphysicalentityfromwheresalesactivitiesarecarriedout.

1. g.Salesgroupcanbedefinedasagroupofemployeeswhoareresponsibleforcarryoutsales
activitiesinasalesoffice.

R/3ORGANIZATIONALMODEL
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SALESAREA:combinationofonesalesorganization,onedistributionchannelandone
Division.

CRMOrganizationalModel:

OrganizationalmodelofCRMconsistsoftwoelements.

1. Organizationalunit:logicalunit/entity.

2. Position:FunctionalTaskDistribution

Note:
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1. DivisionsarenotmandatoryinCRM.

1. DistributionchannelsanddivisionsareassignedasattributestotheelementsofCRM
Organizationalmodel.

1. Thefunctionalitiesundersalesandunderservice.

Mapping:

Thesalesorganization,salesoffice,salesgroupsaremappedwiththerelevant
Salesorganization,salesofficeandsalesgroupsofR/3.

TheserviceorganizationofCRMismappedwithmaintenanceplanningplantofR/3.and
thereisnomappingforserviceteam.

AdvantagesofCRMOrganizationalModel:

1. Thefullstructureofacompanycanbemaintained.

1. Thesalesofficescanbecreateddirectlyundersalesorganizations.

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1. Validityperiods/Timestampcanbemaintained.

1. Flexibleandadaptable.

1. Positionscanbemaintainedtowhichemployeesareassigned.

1. Samestructurecanbemaintainedforbothsales,serviceandMarket.

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ORGANIZATIONALDATADETERMINATION:

OrganizationaldatadeterminationcanbedefinedasdeterminationofresponsibleOrganizational
Unit(salesoffice/salesgroups)foraTransaction.

Customizing

Organizationalmodelcategoryrule:

Organizationalmodelcategoryruleisusedfordeterminationwithattributes.Whereittakes
thevaluesfromthebusinesspartneranditwillsearchforthatcombinationintheorganizational
model,andwhenitfindsitassignsthatasaresponsibleunittothetransaction.

Responsibilitytype:Responsibilitytypeisahardcodedrulewithattributes,valuesand
responsibleorganizationalunits,andwhenthisisusedfororganizationdatadetermination
systemtakesthevaluesfromtheBPandcompareswiththevaluesoftheruleandassigns
responsibleorganizationunit.

Note:Theresponsibilitiesarerestrictedtoaparticularorganizationalunit(salesoffice,sales
groupetc)intheorganizationalmodelbyselectingobjectpermittedindeterminationcheckbox.

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TERRITORYMANAGEMENT:

Territorystructureisusedtorepresentthemarketviewofacompany.

Offset:IsusedtorepresentthepositionofthelevelintheTerritoryid.

Definingandmaintaingterritorystructureconsistsoftwosteps:

1Defineterritoryhierarchylevels:Levelsanalyzetheclientsbusinessprocessanddefine
Hierarchy

2.Defineterritoryhierarchy:
Territoryhierarchyiscreatedwiththehelpofterritoryhierarchylevels.

AdvantagesofTerritoryManagement:

1.MakingemployeesresponsibleforaTerritorytoevaluatehisperformance.Therearetwo
waysofmakinganemployeeresponsibleforaTerritory.
1. DirectassignmenttotheTerritory.
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SrikanthSITAPHYD

Note:Thedrawbackofdirectassignmentiswheneveremployeequitstheorganizationchanges
shouldbecarriedoutbothintheorgmodelandTerritorystructure/hierarchy.

1. Assignmentthroughpositionoftheorgmodel:thatmeansterritoriesareassignedtothe
positionsintheorgmodelsunderareasdatatabwheretheemployeewhoisheadingthat
positionwillberesponsiblefortheterritoryautomatically.

2.Territoryinformationisusefulforanalyzinghowmuchrevenueisgeneratedfromdifferent
territories.

Note:Inordertoassignanemployeetoaterritoryheshouldheadoneorotherpositioninthe
Organizationalmodel.

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PRODUCT

Product:Productisasalableitemwhichgeneratesrevenuetotheorganization.

TypesofProducts:Thereare5typesofproductsinCRM4.0.

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1.
2.
3.
4.
5.

CRMArchitecture|SAPCRMConsultant

Material:Tangiblegoods(Structuredandconfigurable)
Service:Intangibleitems.
Finance:MonetaryItems.
Intellectualproperty:Knowledgeableproducts
Warranty:AssurancefromtheManufacturer.

Materialsareof2Types.

StructuredItemcanbedefinedasareadytouseproduct.

ConfigurableProductisacombinationofdifferentcomponentswhereallthemandatory
Shouldbecombinedinordertostartthefunctioning.

Categories:Productsaregroupedintocategoriesbasedonthecharacteristics.

Relationshipsinaproductareusedformaintainingaccessories,Warrantiesetc.(Establishing
Linkbetweentwoproducts)

Note1:Categoriesareassignedtothenumberrangessothatwhenaproductiscreatedundera
categorysystemAssignsthenumbertotheproductfromthenumberrange.

Note2:Forcreatingaproduct,productTypeandcategoryaremandatory.Relationshipisnot
mandatory.

ATTRIBUTES:Attributesareusedtodefinethecharacteristicofaproductwhichconsistsoneor
morevalues.

EX:Capacity80/120/200/250
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RPM5200/7000/10000
TypeIDE/SATA

SETTYPE:Settypecanbedefinedasagroupofrelatedattributes.Settypesareoftwo
Types.
1. Predefined:PredefinedsettypesareprovidedbySAPwhichareconfinedto
Differentproducttypes.
1. UserDefined:Settypescreatedbyconsultantsaccordingtotheclients
Requirement.

Ex:Ofpredefinedsettypes:
COMM_PR_MAT.COMM_PR_UNIT,COMM_PR_SHTXT.
COMM_PRLGTXT,CRMM_PR_SALESA,CRMM_PR_SALESG
OutofthisCOMM_PR_SHTXTismandatoryforconsistencypurposewith
R/3.

Note1COMM_PR_SHTXTismandatoryforalltheproductsinordertocreateand
Save.

Note2:Predefinedsettypeswhichareconfinedtoaproductonceusedonehierarchy
Cannotbereusedinanotherhierarchy.

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PRODUCTDOWNLOADS

NOTE:WhenR/3isbackendsystemforCRMproductmasterisdownloadedfromR/3
Thatmeansmaterialmastergroupswillbedownloadedfirstwherethisbecomes
HierarchiesinCRM.

MATERIALMASTERGROUPHIERARCHIES

ProductHierarchyR/3PRODHIER
ProductsubtypeR/3PRODSTYP
MaterialGroupR/3MATCLASS.

Attributescantbeassigneddirectlytoacategory,groupthemintosettypeandassignto
category.

StepsinvolvedinmaintainingorenhancingproductmasterinCRM:
1.
2.
3.
4.
5.

Createhierarchiesandassigntotheapplicationandproducttype.
Createcategoriesandmaintainnumberranges.
Createattributesandsettypes.
Assignsettypestocategories.
Create/Maintainproductunderacategory.

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SalesTransactions

TransactioncanbedefinedasexchangeofproductsorServicesorinformationbetweentwo
parties.

TransactionTypeisadocumentwhichisusedtorecordinformationaboutaparticular
transactioninabusinessprocess.

E.g.:AGistransactiontypeforQuotation.
StructureofaTransaction:

Headerconsistsdatawhichisapplicablefortheentiredocument
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Ex:SoldToParty.

ItemconsistsinformationabouttheproductlikeproductID,Quantity,Priceetc.

Schedulelinesconsistsinformationaboutproductsanddeliverydates.
InR/3schedulelinesareoptional.
InCRMitemsandschedulelinesareoptionalbutheaderdataisMandatory.
Note:Itemcategorycontrolshowanitembehavesinatransaction.

Itemcategorydeterminationisusedtodeterminetheitemcategoryofaproductinatransaction.
Note:Itemcategorydeterminationsaremandatoryforthetransactionswithitems.
AGQuotation.
TAOrder

CopyprocessisusedforduplicatingaTransactiontype.E.g.:AGcopyZAG.

FollowupTransaction:isasucceedingdocument,whichiscreatedwithreferencetoa
Previousdocumentinordertocontinuewiththebusinessprocess.
Eg:QUOTATIONORDEREg:AGTA.

Note:Afollowuptransactionbuttonisavailableinallthetransactions,whichisusedfor
Creatingasucceedingdocumentbyselectingfromthelistwhichcopiestherelevantdata
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frompreviousdocumenttosucceedingdocument.
Note:Whenacopyprocessisperformedalltherelevantitemcategorydeterminationsmustbe
Copiedmanually.

Copycontrol:Whenacopyprocessisperformedonatransactiontypethenewlycreated
Transactiontypeloosesthelinkwithproceedingandsucceedingsales
Document,whereinordertoestablishlinkcopycontrolisused.
EX:

ACTIVITIES

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ACTIVITIESareoftwotypes.

1. BusinessActivity.
2. Task.

1. 1.BusinessActivity
Isusedtorecordtheinformationaboutacustomerinteractionatanypointoftimeina
customersalescycle.
BusinessactivityisalwayspublicwhereBP(Customer)isinvolved.

EX:Asalescall,Meetingwiththecustomer.

1. 2.Task
TaskisaworktobeperformedbyanEmployee.TaskmaybepublicorprivatewhereBPis
notinvolved.

E.g.:Meetingafriend,preparingppt.

ActivityMonitorisusedtomonitortheactivitiesofyourcolleagues,departmentalactivesand
ownactivatesbasedonsomefactors.

ActivityJournalinabusinessactivityisusedtorecordinformationabouttheproductswhich
arediscussedwiththecustomer

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Exercise().

PRICING

PricinginCRMiscarriedoutwiththehelpofanapplicationcalledIPC.

IPCStandsforInternetPricingandConfigurator.
IPCconsistsofbasically3Engines.
SPE:SalespricingEngine,isresponsibleforcalculatingpriceforallstructured
Items.
SCE:SalesConfiguratorEngine,isresponsibleforcarryingoutpriceforallthe
Configurableitems.
TTE:TransactionTaxEngineisresponsibleforcalculatingTaxes.

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EBP:EnterpriseBuyerProfessional.

Thefollowing3typesofdataarerequiredinordertocalculatepriceofaproductinaTransaction.

1.Basicdata:UOM(UnitofMeasure)
2.Configurabledata:Pricingcondition.
3.Contextdata:PPR(PartnerproductRange.)

Note1:IPCwillfetch1stand2ndtypeofdatafromR/3throughMiddlewareusingIPCdatadown
loaderservice.

Note2:IPCwillfetch3rdtypeofdata(PPR)fromCRMusingRFC(RemoteFunctionCall).

Note3:AtanypointoftimeoneinstanceofIPCcanbeconnectedtoonlyoneserver.

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RFC

Note4:IPCservercanbeconnectedtoanyexternaltaxserver.

PARTNERPROCESSING

Partnerprocessingisusedtodeterminedifferentbusinesspartnersinvolvedinatransaction
automatically.
Source
Data

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PartnerDeterminationProcedureisastepbystepprocesswhichiscarriedouttofindout
BPFordifferentpartnerfunctions.

PartnerfunctioncabbedefinedasafunctionalityofBPinaTransaction.

AccessSecuenceisasearchstrategywhichcontainstheaccesses.

Acesscabbedefinedasrulewhichpointstowardsasource.

Batchsequenceisusedtoindicatethesequenceinwhichthesetofaccessesshouldbeexecuted
whicharepointingtowardsdifferentsource.

DialogSequenceisusedtoindicatethesequenceinwhichtheaccessesshouldbeexecuted.
Whicharepointingtowardssamesource.

Occurances(Highest/Lowest)usedforcontrollinghowmanydifferentBPsareallowedforA
partnerfunction.

BILLING

Billingisaprocessofgeneratinginvoiceforthedeliveredproductsorservices.

Note:ThesalesorderwhichiscreatedinCRMgetsreplicatedtoR/3wherelogisticsare
PerformedandaninvoicecanbegeneratedwiththehelpofBillingengineofR/3.

BillingengineofCRMisusedforgeneratinginvoicesfortheCRMserviceorders
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WherelogisticsisnotpartoftheBusinessprocess.

STEPSFORBILLINGPROCESS:
1.
2.
3.
4.

InputProcessing.
Generation.
Cancellation.
OutputProcessing.

1. InputProcessingcanbedefinedascollectionofalltheBillingrelevantdocumentslikeservice
orders,Deliverydocumentsandmaintaininginbillingduelist.

1. GenerationofinvoicesforalltheBillingrelevantdocuments.

1. Cancellationgeneratedinvoices.

1. OutputprocessingcanbedefinedassendinginvoicestotheprinterfaxorpostinginFI.

Note:InordertocompletethebillingprocessinCRMSAPlogisticsexecutionandF1/AR
(Accountreceivables)areMandatory.

Note:InordertopostinvoicesinR/3abillingunitisrequiredwhichisalogicalentity
UsedtomapsalesorserviceorganizationsofCRMwiththecompanycodesofR/3.

Exercise()

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ACTIONS

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Actionsareusedforaddinganewfunctionalitytotheexistingbusinessprocess
Whichisnotaddressedbyworkflow.

Scheduleconditiondecidesweatheranactionshouldbescheduledforprocessingthat
meansanactionisgeneratedonlywhenthescheduleconditionismet.

ProcessingMedium

SmartFormscanbeusedtoprintemailorfaxdocumentssuchasorder
Confirmations.
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Workflowcancreateaneventtostartaflow.

MethodsarenothingbutBusinessadding

ActionMonitorprovidesanoverviewofallplannedactionsandtheirstatusanditisusedto
monitorandtriggertheprocessingofactions.

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