CRM Architecture _ SAP CRM Consultant

8/9/2019 CRM Architecture _ SAP CRM Consultant

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12/18/2014 CRM Architecture | SAP CRM Consultant

http://vinniekura.com/crm-architecture/

SAP CRM Consultant

SAP CRM Technical & Functional – Learning and sharing

CRM Architecture

SAP CRM ARCHITECTURE

PDA: Personal Digital Assistant.

SAP CRM is a different physical server which has got its own database. And it can beaddressed with either of these names.

CRM‑online, CRM‑Enterprise, CRM‑Server.

R/3 stands for real time 3 tier architecture. On which SAP applications are buildR/3 à SAP‑ERP application.

CRM server is a separate application which is installed database.

CRM Server is connected to R/3 for delivering product to the customer that means when asales order is created in CRM it get & Replicated to R/3 where R/3 is responsible fordelivering product to customer.

B/W is a data warehousing application from SAP and when it is connected with CRM foranalyzing and generating reports based so that (problem) top level management can takedecisions.

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http://vinniekura.com/crm-architecture/ 2

APO‑ (Advanced planner & Optimized).Where it provides planning functionality and

Optimizes the overall business Process of a company.

ATP – (Availability to Promise). ATP can be defined as checking the availability of

Stock (quotation) in order to promise Quotation the customer.

CIC: CIC and internet will have permanent Quotation connectivity with the CRM Server

i.e., they directly store or retrieve data from CRM Server.

BW: Business Warehousing Application, It captures, analyzes data and generatesreports.


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CR 100 BASE CUSTOMIZATIONS

1.Business Partner

.

Def: “Business Partner can be defined as an entity which takes part in a business

Transaction”.

E.g.: Dealer, Distributor, Stockiest Etc.


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Business partners in CRM are categorized into 3 types.

1. Person (individual) 2. Organization (Company) 3. Group(Two or more than people)

1. SOLD – TO – PARTY.

1. SHIP‑ TO‑ PARTY.

c. BILL – TO – PARTY.

d. PAYER.

e. CONTACT PERSON.

f. EMPLOYEE

g. PROSPECT.

Roles:‑

1. Sold‑To Party: A Business partner who raises purchase order.

2. Shift‑To Party: A Business partner to whom the products are delivered.

3. Bill‑ To Party : A Business partner on whose name the Invoice is raised


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4. Payer: A business partner who actually pays the bill amount.

Note: Sold to party, Shift‑To‑Party, Bill‑To‑Party payer roles are inter linked with each. Thatmeans whenever any one role out of this four is assigned to u business partner, system

automatically maintains the remaining three roles.

5. Contact person: Is a business partner ( EX: Srikanth , Co.name: DELL ) with whom the salesexecutive negotiates about a deal.

Contact person is always customer side person.

6. Employee: Employee is a business partner who is responsible for carrying out sales activity oyour client.

Employee is a client side person.

7. Prospect: Prospect is a business partner who is interested in buying products are services. Thmeans first time customer.

Relationship:‑

Relationship is link between two entities or Relationship is used to define the bond between twoentities (BP’s).

Note: Whenever a relationship established between two business partners, system will

Take care of writing reverse relationship between them.

Grouping:‑


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Grouping is used for number assignment and segregation of business partners. Number rangesare two types: Internal & External.

1 . Internal Number range: When a grouping with internal number range is used for creating a

business partner, system assigns the number automatically on after the other in a sequential orde

1. External Number range: When a grouping with external number range is used for creating a business partner, the user has to assign the free number manually.

Note: External number range can also be used for maintaining numbers for the business

partner records which are coming from an external system to CRM.

Note: For creating a business partner the category and groupings are mandatory where as

roles and relationships are optional.

Exercise ().


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Identification Numbers:

Identification numbers are used to maintain some unique numbers which are not related withSAP for a business partner like passport number. Driving license number etc.,

External BP numbers: Legacy system.

à Go to control data.

BP Type: Is used to segregate business partners according to the clients requirements.

EX: Dealers, Stockiest etc,,

Authorization Group: Only some people are authorized to use application.

Data Origin: Source of data from where you are getting the data.

Long Text: Used to maintain remarks about the customer. If there is any additional information

is there STATUS: it can be noted down here for future reference.

Activity Flag: Old data, Back‑up: To delete the existing BP. If you delete a business partnerdirectly.

Goto Status: The corresponding information will also be deleted to avoid theis problem BP

should deleted through.

Archiving Flag: It must be selected in order to delete/Archiving Flag a business partner.


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Lock:Central Block – To block the customers who has not paid the outstanding amount.

Not Released – with holding the BP for transactions

Documents: Electronic files attach the documents to BP record only. This application facilitates

the employees/Manager to check the files at any location.

Business Partner Downloads:

Note: When ever we start the implementation with base customization. Without application wecannot move to channel.

Phase 1. Base customization.

Phase 2. Application.

Phase 3. Channel.

They are 3 types of down loads available.

1. Initial Download R/3 à CRM‑ unique.2. Delta Download R/3ßà CRM‑Re occurring.3. Synchronization CRMßà Mobile.

à Initial download is used to bring all the customers of R/3 to CRM.

à Delta download is responsible for updating the changes which are carried out in one system to

the other system.

à Synchronization takes place between CRM and mobile for transferring BP data.


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Business Partner Data Consistency: It is maintained between R/3 and CRM by defining

Internal number ranges of R/3 as External number ranges

in CRM and vice versa.

Field Groupings:

A Field grouping is used to customize the fields of a BP, where the following options areavailable.

SAP has given five options.

HIDE à suppresses the field.

REQUIRED ENTRY à Mandatory.

DISPLAY à Only display, data con not be maintained.

OPTIONAL à available under move field button.

NO SPECIFIC à Data can be maintained but not mandatory.

Field groupings can be carried out at four levels.

1.BP Client à Most generic.

2.BP Role à Based on role.

3.BP Activityà Create/change/display.

4.BP Type à E.g.: Dealer/stockiest.


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BP Types:

Screen configuration is used to customize the screens of a BP like deleting a section of a data tab.Re‑arranging tab & creating a new data tab etc.

TOOL VCT: The tool which is used for screen configuration is VCT(Visual configuration tool)

TASK: Customize the screens of the role Retailer by deleting Address Independence section

under Address Data Tab and by adding a new Data tab under general data.

NOTE: Don’t do this in real time first of all find out if any customizations are carried out for the


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role retailer. If it is customized revert it back to SAP standards.

TESTING:

Open/create a BP and assign the role retailer and check for address independent common underaddress data tab.


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2. Organizational Model

Two sections under this topic. They are

1. Organizational model.2. Organizational data determination.

1. Organizational model: Organizational model is used to represent the functional structure of a

Company.

1. a. Company can be defined as a group of company codes.

1. b. Company code can be defined as balance sheet with a unique country and currency.

1. c. Sales organization can be defined as a logical entity which is legally responsible for all thesales activities in an area.

1. d. Distribution channel is the path through which the product reaches the end customer.


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Eg: dealers, stockiests, retailers etc.

1. e. Division can be defined as a product line which consists products with the similarcharacteristics.

1. f. Sales office can be defined as a physical entity from where sales activities are carried out

1. g. Sales group can be defined as a group of employees who are responsible for carryout saleactivities in a sales office.

R/3 ORGANIZATIONAL MODEL


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SALES AREA: combination of one sales organization, one distribution channel and one

Division.

CRM Organizational Model:

Organizational model of CRM consists of two elements.

1. Organizational unit: logical unit/entity.

2. Position : Functional Task Distribution

Note:


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1. Divisionsare not mandatory in CRM.

1. Distribution channels and divisions are assigned as attributes to the elements of CRMOrganizational model.

1. The functionalities under sales and under service.

Mapping:

The sales organization, sales office, sales groups are mapped with the relevant

Sales organization, sales office and sales groups of R/3.

The service organization of CRM is mapped with maintenance planning plant of R/3. andthere is no mapping for service team.

Advantages of CRM Organizational Model:

1. The full structure of a company can be maintained .

1. The sales offices can be created directly under sales organizations.


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1. Validity periods / Time stamp can be maintained.

1. Flexible and adaptable.

1. Positions can be maintained to which employees are assigned.

1. Same structure can be maintained for both sales, service and Market.


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ORGANIZATIONAL DATA DETERMINATION:

Organizational data determination can be defined as determination of responsible OrganizationaUnit (sales office/ sales groups) for a Transaction.

Customizing

Organizational model category rule:

Organizational model category rule is used for determination with attributes. Where it takesthe values from the business partner and it will search for that combination in the organizationalmodel, and when it finds it assigns that as a responsible unit to the transaction.

Responsibility type: Responsibility type is a hard coded rule with attributes, values and

responsible organizational units, and when this is used for organization data determinationsystem takes the values from the BP and compares with the values of the rule and assignsresponsible organization unit.

Note: The responsibilities are restricted to a particular organizational unit (sales office, salesgroup etc) in the organizational model by selecting object permitted in determination check box.


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TERRITORY MANAGEMENT:

Territory structure is used to represent the market view of a company.

Offset: Is used to represent the position of the level in the Territory id.

Defining and maintaing territory structure consists of two steps:

1 Define territory hierarchy levels: Levels analyze the client’s business process and define

Hierarchy

2. Define territory hierarchy:‑

Territory hierarchy is created with the help of territory hierarchy levels.

Advantages of Territory Management:

1. Making employees responsible for a Territory to evaluate his performance. There are two

ways of making an employee responsible for a Territory.

1. Direct assignment to the Territory.


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Srikanthà SITAPHYD

Note: The draw back of direct assignment is when ever employee quits the organization changesshould be carried out both in the org model and Territory structure/hierarchy.

1. Assignment through position of the org model: that means territories are assigned to thepositions in the org models under areas data tab where the employee who is heading thatposition will be responsible for the territory automatically.

2. Territory information is use ful for analyzing how much revenue is generated from differentterritories.

Note: In order to assign an employee to a territory he should head one or other position in the

Organizational model.


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PRODUCT

Product: Product is a salable item which generates revenue to the organization.

Types of Products: There are 5 types of products in CRM 4.0.


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1. Material : Tangible goods(Structured and configurable)2. Service: Intangible items.3. Finance: Monetary Items.4. Intellectual property: Knowledgeable products5. Warranty: Assurance from the Manufacturer.

Materials are of 2‑ Types.

Structured Item can be defined as a ready to use product.

Configurable Product is a combination of different components where all the mandatory

Should be combined in order to start the functioning.

Categories: Products are grouped into categories based on the characteristics.

Relationships in a product are used for maintaining accessories, Warranties etc. (Establishing

Link between two products)

Note1: Categories are assigned to the number ranges so that when a product is created under acategory system Assigns the number to the product from the number range.

Note 2: For creating a product, product Type and category are mandatory. Relationship is notmandatory.

ATTRIBUTES: Attributes are used to define the characteristic of a product which consists one ormore values.

EX: Capacity 80/120/200/250


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RPM 5200/7000/10000

Type IDE/SATA

SET TYPE: Set type can be defined as a group of related attributes. Set types are of two

Types.

1. Predefined: Predefined set types are provided by SAP which are confined to

Different product types.

1. User Defined: Set types created by consultants according to the clients

Requirement.

Ex: Of predefined set types:

COMM_ PR _MAT. COMM _PR _UNIT, COMM _ PR _ SHTXT.

COMM _ PR – LGTXT, CRMM _ PR _ SALESA, CRMM _ PR _ SALESG

Out of this COMM _ PR _ SHTXT is mandatory for consistency purpose with

R/3.

Note1 COMM _ PR _ SHTXT is mandatory for all the products in order to create and

Save.

Note2: Predefined set types which are confined to a product once used one hierarchy

Can not be reused in another hierarchy.


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PRODUCT DOWNLOADS

NOTE: When R/3 is back end system for CRM product master is down loaded from R/3

That means material master groups will be down loaded first where this becomes

Hierarchies in CRM.

MATERIAL MASTER GROUP HIERARCHIES

Product Hierarchy R/3 PRODHIER

Product sub type R/3 PRODSTYP

Material Group R/3 MATCLASS.

Attributes can’t be assigned directly to a category, group them into set type and assign tocategory.

Steps involved in maintaining or enhancing product master in CRM:

1. Create hierarchies and assign to the application and product type.2. Create categories and maintain number ranges.3. Create attributes and set types.4. Assign set types to categories.5. Create / Maintain product under a category.


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Sales Transactions

Transaction can be defined as exchange of products or Services or information between two

parties.

Transaction Type is a document which is used to record information about a particulartransaction in a business process.

E.g.: AG is transaction type for Quotation.

Structure of a Transaction:

.

Header consists data which is applicable for the entire document


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Ex: Sold – To – Party.

Item consists information about the product like product ID,Quantity,Price etc.

Schedule lines consists information about products and delivery dates.

à In R/3 schedule lines are optional.

à In CRM items and schedule lines are optional but header data is Mandatory.

Note: Item category controls how an item behaves in a transaction.

Item category determination is used to determine the item category of a product in a transaction

Note: Item category determinations are mandatory for the transactions with items.

AG – Quotation.

TA – Order

Copy process is used for duplicating a Transaction type. E.g.: AG copyàZAG.

Follow – up Transaction: is a succeeding document, which is created with reference to a

Previous document in order to continue with the business process.

Eg: QUOTATION à ORDER Eg: AG à TA.

Note: A follow –up transaction button is available in all the transactions, which is used for

Creating a succeeding document by selecting from the list which copies the relevant data


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from previous document to succeeding document.

Note: When a copy process is performed all the relevant item category determinations must be

Copied manually.

Copy control: When a copy process is performed on a transaction type the newly created

Transaction type looses the link with proceeding and succeeding sales

Document, where in order to establish link copy control is used.

EX:

ACTIVITIES


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ACTIVITIES are of two types.

1. Business Activity.2. Task.

1. 1. Business Activity

Is used to record the information about a customer interaction at any point of time in acustomer sales cycle.Business activity is always public where BP (Customer) is involved.

EX: A sales call, Meeting with the customer.

1. 2. Task

Task is a work to be performed by an Employee. Task may be public or private where BP isnot involved.

E.g.: Meeting a friend, preparing ppt.

Activity Monitor is used to monitor the activities of your colleagues, departmental actives anown activates based on some factors.

Activity Journal in a business activity is used to record information about the products whichare discussed with the customer


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Exercise ( ).

PRICING

Pricing in CRM is carried out with the help of an application called IPC.

IPC Stands for Internet Pricing and Configurator.

IPC consists of basically 3 Engines.

SPE : Sales pricing Engine, is responsible for calculating price for all structured

Items.

SCE : Sales Configurator Engine, is responsible for carrying out price for all the

Configurable items.

TTE: Transaction Tax Engine is responsible for calculating Taxes.


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EBP: Enterprise Buyer Professional.

The following 3 types of data are required in order to calculate price of a product in a Transaction

1. Basic data : UOM (Unit of Measure)

2. Configurable data : Pricing condition.

3. Context data : PPR (Partner product Range.)

Note1: IPC will fetch 1st and 2nd type of data from R/3 through Middleware using IPC data dowloader service.

Note2: IPC will fetch 3rd type of data (PPR) from CRM using RFC (Remote Function Call).

Note3: At any point of time one instance of IPC can be connected to only one server.


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RFC

Note4: IPC server can be connected to any external tax server.

PARTNER PROCESSING

Partner processing is used to determine different business partners involved in a transactionautomatically.

SourceData


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à Partner Determination Procedure is a step by step process which is carried out to find out

BP For different partner functions.

à Partner function cab be defined as a functionality of BP in a Transaction.

à Access Secuence is a search strategy which contains the accesses.

à Acess cab be defined as rule which points towards a source.

à Batch sequence is used to indicate the sequence in which the set of accesses should be executedwhich are pointing towards different source.

à Dialog Sequence is used to indicate the sequence in which the accesses should be executed.

Which are pointing towards same source.

à Occurances (Highest / Lowest) used for controlling how many different BP’s are allowed for Apartner function.

BILLING

Billing is a process of generating invoice for the delivered products or services.

Note: The sales order which is created in CRM gets replicated to R/3 where logistics are

Performed and an invoice can be generated with the help of Billing engine of R/3.

à Billing engine of CRM is used for generating invoices for the CRM service orders


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Where logistics is not part of the Business process.

STEPS FOR BILLING PROCESS:

1. Input Processing.2. Generation.

3. Cancellation.4. Out put Processing.

1. Input Processing can be defined as collection of all the Billing relevant documents like serviceorders, Delivery documents and maintaining in billing due list.

1. Generation of invoices for all the Billing relevant documents.

1. Cancellation generated invoices.

1. Output processing can be defined as sending invoices to the printer fax or posting in FI.

Note: In order to complete the billing process in CRM SAP logistics execution and F1/AR

(Account receivables) are Mandatory.

Note: In order to post invoices in R/3 a billing unit is required which is a logical entity

Used to map sales or service organizations of CRM with the company codes of R/3.

Exercise ( )


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ACTIONS


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à Actions are used for adding a new functionality to the existing business process

Which is not addressed by work flow.

à Schedule condition decides weather an action should be scheduled for processing that

means an action is generated only when the schedule condition is met.

à Processing Medium

à Smart Forms can be used to print e‑mail or fax documents such as order

Confirmations.


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à Work flow can create an event to start a flow.

àMethods are nothing but Business adding

àAction Monitor provides an over view of all planned actions and their status and it is used tomonitor and trigger the processing of actions.

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CRM Architecture _ SAP CRM Consultant

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Transcript of CRM Architecture _ SAP CRM Consultant