Once the CRM integration has been set up on the administrative side, you can create and update opportunities, accounts, or contacts. You can also search for accounts or contacts from the CRM to use them in a quote and create a quote from an opportunity in the CRM application.
Integration with the CRM application can be done in two ways: by starting from SAP CPQ and starting from an opportunity in the CRM.
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This integration method allows you to access SAP CPQ, along with all the quotes and products, from within CRM. Accessing CRM and keeping track of opportunities outside of SAP CPQ is also easier when this method is employed.
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This method is used mainly for resellers of a company. It allows them to completely bypass the CRM application and use only SAP CPQ. In this way, the parent company of the resellers can track quotes created by users with opportunities, and forecast based on these opportunities.
14.1 CRM Integration - Starting from CRM
This integration method allows you to access SAP CPQ, along with all the quotes and products, from within CRM. Accessing CRM and keeping track of opportunities outside of SAP CPQ is also easier when this method is employed.
You must log into your CRM, then access SAP CPQ from an opportunity. SAP CPQ is then used to create a quote, import the customer information from CRM, then export the price, line items, status, and any other information set up by the administrator to populate the opportunity.
Opportunity Creation/Update
When starting from CRM, SAP CPQ uses the existing opportunity that came with CRM. You can either use the existing opportunities, or new ones, to access SAP CPQ. The values entered for the fields in CRM are passed to the SAP CPQ quote. For instance, the Opportunity Name may be passed into a custom field in SAP CPQ. The fields that are passed from the opportunity to SAP CPQ are controlled by the administrator. So, different fields, or none of these fields, may be passed into a quote on your installation.
Once the opportunity has been created, you can create a new quote in SAP CPQ by clicking the custom link.
The link label is not universal. Ask your administrator if you are unsure which link to use.
Clicking the link opens SAP CPQ within the same window. If this is the first time using this integration method then SAP CPQ asks you to login with your SAP CPQ account login information. After logged in once this way, SAP CPQ makes the connection between the CRM account and the SAP CPQ account, providing you with a single sign-on session every time you access SAP CPQ.
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If the session times out while in SAP CPQ, the login screen appears in certain situations. This page can be avoided by reopening the opportunity and clicking the link that brings up SAP CPQ again. You are then logged in through Single Sign On.
Note
This connection between SAP CPQ account and CRM account can be broken by the administrator. If this happens, you need to log into SAP CPQ again, as you had done the first time.
If the opportunity you are coming from has already been associated with a quote in SAP CPQ, then that quote opens up in SAP CPQ. If this opportunity hasn't been associated with quote yet, then the Home screen is displayed where the new quote can be created. You can create a quote in the usual manner, and than go to the quote area where you can import the customer information from the opportunity.
To associate a quote with the opportunity, click the Create/Update Opportunity action. In this way, you are establishing the association in SAP CPQ between that quote and the opportunity you came from. The next time you click the custom link in the opportunity to open up SAP CPQ, this quote is displayed.
If the quote is already associated with the opportunity, the opportunity is updated with the quote’s information.
This includes the price, line items, custom fields, quote status, and anything else that administrator has set up.
Specifically, though, Opportunity Name and Closing Date are passed to the opportunity. Generally, these values are pulled from custom fields in SAP CPQ. If these fields aren't available, or if the values aren't entered for them, then the Opportunity Name is Webcom-QuoteNumber and the Close Date is 6 months from the current date.
When a quote is associated with the opportunity, any changes made to the quote are updated to the opportunity when Create/Update Opportunity is clicked. If a new quote is created and Create/Update Opportunity is clicked, then that quote is associated with the opportunity. In addition, when coming from the CRM application, if a user goes to a different quote than the one that is associated with the opportunity, two things can happen. If the newly-opened quote already has an opportunity associated with it, and Create/
Update Opportunity is clicked, the opportunity is updated with that quote’s information. and not the
opportunity from which you came from. If the newly-opened quote doesn't have an opportunity associated with it, then when Create/Update Opportunity is clicked, the opportunity from which you came from is updated with this quote’s information.
Customer Import
When in SAP CPQ, you can create a quote as you would normally do. Once on the quote screen, you can import the account and contact information from CRM into the appropriate customer role (Bill To, Ship To, or End User) through the Customer Info tab.
The customer roles, Bill To, Ship To, End User, can be automatically filled with the opportunity account and the contacts' data, depending on how the administrator has set up the integration. So, the data doesn't need to be populated automatically.
If not, then you can import the opportunity account or contact data. Doing this creates a new local customer for the given SAP CPQ account. This customer can be used again without being imported again from CRM. If the customer already exists as a local customer for the user's SAP CPQ account, the information is updated with the information from CRM.
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14.2 CRM Integration - Starting from SAP CPQ
This method is used mainly for resellers of a company. It allows them to completely bypass the CRM
application and use only SAP CPQ. In this way, the parent company of the resellers can track quotes created by users with opportunities, and forecast based on these opportunities.
Opportunity Creation/Update
Depending on how the administrator has set up the integration, opportunity fields are updated as actions behind the quote actions that you perform. Alternatively, if a new quote has been created then SAP CPQ creates an opportunity with the information from the quote. For instance, when you click Generate Quote, the system exports the data from SAP CPQ to CRM.
Alternatively, the administrator can set it up so that you need to export the data to CRM yourself. The export is done through the Create/Update Opportunity quote action. Performing this action exports the data from SAP CPQ to a new opportunity, or the existing one that the current quote is associated with.
Note
Because the system needs to connect with CRM when exporting the data from SAP CPQ, the process of creating or updating an opportunity from SAP CPQ can take additional time. If CRM response is taking too much time, or if it's not responding, then a message pops up.
Customer Import
When in SAP CPQ, you can create a quote as you normally would. Once on the quote screen, you can import account and contact information from CRM into the appropriate customer role (Bill To, Ship To, End User) through the Customer Info tab.
When integrating SAP CPQ with CRM starting from SAP CPQ, the company user's SAP CPQ account that has been added is used. This company must be associated with an account in CRM. With this connection
established, you can browse the partner and child accounts of that account. Then, you can import contacts and accounts that are associated with the account.
Once a contact has been imported, that contact is added as a local customer for the given SAP CPQ account.
This customer can be used again without having to be from CRM. If the customer already exists as a local customer for a certain SAP CPQ account, then the information is updated with the information from CRM.
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