CRM Master Data Replication C03_BB_ConfigGuide_EN_DE

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December 2010

English

CRM Master Data

Replication (C03)

SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany

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Copyright

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Configuration Guide

1 Purpose

This building block (Configuration Guide) describes the necessary activities to replicate master data and transaction data from the ERP system to the CRM system and vice versa. This building block is the prerequisite for the installation of all CRM scenarios delivered by SAP Best Practices. This building block is not required if you run the CRM in a standalone mode, that is without an OLTP back-end system.

The replication of the following data from the ERP system to the CRM system is described in this guide: • Master Data − Business Partners − Contact Persons − Materials − Conditions

2 Preparation

.2.1 Prerequisites

Before starting with the installation of this building block, please see the document Quick

Guide to Installing SAP Best Practices for CRM.

The configuration of the Building Blocks B09 CRM Customizing Replication and C01 CRM

Organizational Model has been completed.

.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).

SAP Note Area Title

CRM System

430980 CRM-MW-ADP CRM Server: Analysis in delta data exchange R/3 → CRM

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3 Configuration

.3.1 Master Data Replication ERP -> CRM

3.1.1 Replicating Business Partners

.3.1.1.1 General Information

.3.1.1.1.1 Defining Sources for Business Partner Creation

Use

A business partner can be created and maintained in different classifications and in different systems depending on the business scenario. The following table describes the business partner usage in the Best Practices scenarios. An entry in the column CRM or ERP indicates that this business partner classification is mandatory in this system for a complete walk-through of the scenario.

Area Sales Marketing Service

Classification

Required for CRM ERP CRM ERP CRM ERP

Customer X X X X X X

Prospective

customer X X

Competitor X

.3.1.1.1.2 Business Partner Concept ERP <-> CRM

Use

The business partner concepts of the ERP system and the CRM system are different. Therefore you have to define a mapping when exchanging business partners from ERP to CRM and vice versa.

a) ERP System

• Every business partner has to be assigned to an account group that determines the properties of business partners, especially:

− Master data fields

− Number range

− Specific functionality for sales and distribution

• There are more than 20 different account groups available in the standard delivery.

b) CRM System

• Business partners in the CRM system are grouped by using classifications which determine:

− Master data fields

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• The number ranges are not directly assigned to the classification. The number range is determined by the so-called grouping. This grouping has to be assigned manually or automatically when creating a business partner.

• There are only 5 different classifications

− Consumer: Organization

− Consumer: Person

− Customer

− Prospective customer

− Competitor

The mapping of business partners has to be defined for both directions: from the ERP system to the CRM system and vice versa. Thereby you have to:

• Map account groups to classifications and make sure that the required fields in both systems are identical

• Map the number ranges

.3.1.1.1.3 Defining Number Assignment Strategy for

Business Partners

Use

There are two alternatives for mapping the business partner numbers from the OLTP ERP to the CRM system and vice versa.

1. Choosing different number ranges

• Description

• The business partner IDs of ERP and CRM business partners are not identical.

• There is always an internal assignment table that maps the ERP business partner ID to the corresponding CRM business partner to ensure a consistent data exchange.

• Advantage/Disadvantages

• (+) The mapping procedure is easy

• (+) No problems with duplicate business partner IDs

• (-) Identification of the same business partner in OLTP ERP and CRM system is difficult. The OLTP ERP ID is only available for searching and is not displayed in the master data record.

• Procedure

• When mapping ERP account groups to CRM business partner groupings and vice versa you choose always internal number assignment in the receiving system, i.e. a business partner that is created in ERP gets automatically a new ID during the replication to the CRM system and vice versa. You can choose the same or different number ranges for the mapping of account group to

classification. To avoid misunderstandings, i.e. customers with the same ID are not identical, it is recommended to use different number ranges.

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Mapping Example

CRM System ERP System

Classificatio n From number to number Replicatio n direction Account group From number to number Customer 1000-1999 Internal number range  0001 1-999 Internal number range Customer 1000-1999 Internal number range  0001 1-999 Internal number range The first customer created in OLTP ERP gets ID 1 in the OLTP ERP and ID 1000 in the CRM system.

If the next customer is created in the CRM system he will get the ID 1001 in the CRM system and ID 2 in the OLTP ERP.

2. Choosing identical number ranges

• Description

• The business partner IDs of ERP and CRM business partners are identical.

• There is always an internal assignment table that maps the ERP business partner ID to the corresponding CRM business partner to ensure a consistent data exchange.

• Advantage/Disadvantages

• (-) The mapping procedure is complicated.

• (-) Duplicate business partner IDs may occur if the mapping is not defined correctly.

• (+) Identification of the same business partner in OLTP ERP and CRM system is easy possible because of using the same ID.

• Procedure

• There are two ways to guarantee identical number ranges. a) Leading system approach

Define a leading system for business partner maintenance, i.e. business partners belonging to the same account group or classification are only maintained in the OLTP ERP or in the CRM system exclusively.

For example: Customers (account group 0001) are only maintained in the OLTP ERP, consumers (account group 0170) are only maintained in the CRM system.

The account group and the mapped classification must have the same number range.

For the receiving system external number assignment is required.

You have to make sure that business partner creation in the receiving system is prohibited.

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CRM System OLTP ERP Classificatio

n From number to number Replication direction

Account

group From number to number

Customer 1-999 External number range  0001 1 -999 Internal number range (leading) Consumer 1000-ZZZ Internal number range (leading)  0170 1000-ZZZ External number range

b) Separate account group approach

If the leading system approach is not feasible you can ensure identical number ranges by using different account groups.

For example: Customers have to be maintained in the ERP system and in the CRM system in parallel. Define one account group (e.g. 0001) for customers that are created in the ERP system and have to be replicated in the CRM system. Define an additional account group (e.g. Z001) for customers that are created in the CRM system and have to be replicated to the ERP system. Use different number ranges for these account groups and define external number assignment in the receiving system.

This approach is not applicable for consumers because there can only be one unique account group for consumers in the ERP system. Therefore you have to choose the leading system approach to ensure identical numbers for consumers in both systems.

CRM System OLTP ERP

Classification From number to number Replication direction Account group From number to number Customer 1-999 External number range  0001 1 -999 Internal number range (leading) Customer 1000-1999 Internal number range (leading)  Z001 1000-1999 External number range

In the following only the required activities for implementing the separate account group approach for customers and the leading system approach for consumers are described, i.e. the CRM system is the leading system for the creation of consumers after the initial replication from the ERP system.

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.3.1.1.2 Mapping Business Partner Master Data from ERP to

CRM

Use

This step is for the business partner exchange only from ERP to CRM. In the following section you perform all necessary steps to get the business partners from the ERP into the CRM system.

In order to map the business partner master data from ERP to CRM you have to run the following activities:

1. Identifying relevant ERP account groups.

2. Defining number ranges for CRM business partners. 3. Defining CRM business partner groupings.

4. Mapping ERP account group to CRM classification

The following table describes all relevant elements that have to be maintained for the

mapping of ERP account groups to CRM classifications. It is also mentioned at which activity the element is maintained. It is recommended to maintain this table to keep the overview when running the following activities.

ERP CRM

Step 4 Step 4 Step 3 Step 2 Step 2 Step 2 Accoun

t group Number range Interval Number assignment Classification Grouping Number range Interval Number assignment

0001 01 0000100000 -0000999999 Internal or External Customer R001 R1 0000100000 -0000999999 External

For the above example, the mapping runs as follows:

1. A business partner for account group 0001 (sold-to party) is created in the ERP system. 2. The account group has the number range assignment 01 and internal number

assignment, i.e. a number is automatically created from the interval

0000100000-0000999999 for this business partner, e.g. 100001.

3. The business partner is replicated to the CRM system.

4. The account group is assigned to the classification Customer with grouping R001. Grouping R001 is assigned to number range R1 that is identical to the ERP number range 01. The ERP customer that is replicated to the CRM system automatically is created with classification Customer and gets the same number because external number assignment is chosen for the CRM number range.

.3.1.1.2.1 Identifying Relevant ERP Account Groups (SAP

ERP)

Please check the Delta Guide.

Use

In the ERP system, analyze the relevant account groups and their assigned number ranges. Identify the account groups that you are using when creating business partners in the ERP system. For these account groups a mapping has to be defined in the following activities.

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Procedure

1. Access the activity using one of the following navigation options: Transaction code OVT0

SAP ERP IMG menu Logistics - General  Business Partner  Customers 

Control  Define Account Groups and Field Selection for

Customers

2. Select your relevant customer groups. 3. Choose Details (F2).

4. An overview table of the number ranges appears.

Select the field Number range and choose F4 to get the interval for this number range. In this table, the External field indicates whether the number range is internal or external. 5. Note down the account group information in the table described in the section Mapping

Business Master Data from ERP to CRM. It will be used in the following activities.

.3.1.1.2.2 Defining Number Ranges for CRM Business

Partners (I) (SAP CRM)

Use

For each number range of the selected account groups of the ERP system you have to create a number range in the CRM system.

Procedure

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

SAP CRM IMG menu Cross-Application Components  SAP Business Partner 

Business Partner  Basic Settings  Number Ranges and

Groupings  Define Number Ranges

2. Choose Change intervals.

For each different number range identified in the activity Identifying Relevant ERP

Account Groups create a new number range.

3. Choose Insert interval (Shift+F1) and enter the number range according to the ERP number range.

4. Choose the Ext flag for the number range. 5. Choose Save (Ctrl+S).

.3.1.1.2.3 Defining CRM Business Partners Groupings (I)

(SAP CRM)

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Use

For each number range created in the activity Defining Number Ranges for CRM Business

Partners (I) you have to create a grouping. The business partner gets a number from the

number range that is assigned to the grouping. This grouping is only used for defining number ranges for business partners that are replicated from ERP to CRM.

These groupings should not be used for creating business partners in the CRM system, because business partners belonging to these groupings are not replicated to the ERP system.

Procedure

1. Access the activity using the following navigation options: Transaction code SPRO

SAP CRM IMG menu Cross-Application Components  SAP Business Partner 

Business Partner  Basic Settings  Number Ranges and

Groupings  Define Grouping and Assign Number Ranges

2. Choose New Entries (F5).

Create a grouping for each number range interval created in the activity Defining Number Ranges for CRM Business Partners.

3. Enter the following values:

For the translations highlight the new grouping and choose Goto 

Translation from the menu.

Select the relevant languages and maintain the translations (according to the the corresponding ERP account group).

Field Value Comment

Grouping Y0

Short name (EN) ERP Customer Choose a name indicating that this grouping is used for the corresponding ERP account group Short name (DE) ERP Kunde

Short name (ES) Cliente ERP Short name (FR) Client ERP Short name (PT) Cliente ERP Short name (RU) ERP Клиент Short name (ZH) ERP 客客 Short name (TR) ERP Müşterisi Short name (NL) Klant ERP Short name (CS) Zákazník ERP Short name (PL) Klient ERP Short name (DA) ERP kunde Short name (FI) ERP-Asiakas Short name (JA) ERP 客客客 Short name (NO) ERP Kunde

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Field Value Comment Short name (SV) ERP Kund

Description (HE) חוק'ל ERP Description (KO) ERP 客客 Description (HU) ERP ügyfél Description (RO) Client ERP

Number range <Number range> Choose one of the number ranges you have created before.

External Selected External number assignment is required. 4. Choose Enter.

Int.Std.Grping Deselected Ext.Std Grping Deselected

5. Choose Save (Ctrl+S).

.3.1.1.2.4 Creating ERP Reference Customer (SAP ERP)

Use

This activity is not valid:

- If you don’t work with consumers (E-Service scenarios of SAP Best Practices) - If a reference customer for consumer is already created

Business partners with the classification Consumer: Persons are distributed as business partner master data for consumers to the ERP system (as of release 4.6). The sales area data copied from the reference business partner to the business partner master records for consumers in the CRM is not distributed to the customer master records in the ECC system. The sales area data for consumers in the ERP system is determined from the ERP reference customer. For these data use an existing account group you created as customer master records for consumers in the ERP system, e.g. account group 0170.

You have to create a customer master record that can be used as reference customer. This customer must have consistent sales area data for all sales areas that can be assigned to a consumer that is created in the CRM system.

Make sure that customer master data is maintained for the combinations:

• Sales organization, distribution channel

• Sales organization, distribution channel, division

Do not choose an existing customer as reference business partner.

The reference customer doesn’t have to be a consumer himself. Create the reference customer as Sold-to Party.

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Procedure

1. Access the activity using one of the following navigation options: Transaction code XD01

SAP ERP GUI menu Logistics  Logistics Execution  Master Data  Partner  Customer  Create  Total

2. Create a new customer master record and maintain all relevant data. You can also copy this business partner from an existing business partner where typical sales area data is maintained already.

.3.1.1.2.5 Assigning Consumer - Reference Customer (SAP

ERP)

In order to assign one Customer to the reference customer, you have to maintain the Company Code of the customer (Transaction XD02 in SAP ERP).

Use

- If you don’t work with consumers (E-Service scenarios of SAP Best Practices) - If a reference customer for consumer is already created

There is only one reference customer in an ERP client. This reference customer is implicitly assigned the account group for consumers.

Procedure

1. Access the activity using one of the following navigation options: Transaction code VD07

SAP ERP GUI menu Logistics  Sales and Distribution  Master Data  Business Partners  Customer  Assign Consumer – ref. Customer

2. In the field Ref. customer enter the business partner you have created in the activity

Creating Business Partner for Reference Customer.

3. Choose Enter. 4. Save your entries.

.3.1.1.2.6 Mapping ERP Account Groups to CRM

Classifications (SAP ERP)

Use

For each of the ERP account groups you have to define a mapping to a CRM business partner classification and grouping. In the CRM system, the following business partner classifications exist:

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• Customer • Consumer: Organization • Consumer: Person • Sales Prospect • Competitor

Procedure

1. Access the activity using the following navigation option: SAP ERP Transaction code PIDE

For each account group you have to specify the classification (for example Consumer) and the grouping (that is, number ranges).

2. In the dialog structure choose R/3CRM: Assign Account Grp. to BP Classification. 3. Choose New Entries (F5).

Account Group <Account Group ID> Create an entry for every ERP account group even if no mapping should be defined for this account group

Name <Short name of

account group> Determined automatically Classification <ID of the CRM

business partner classification>

Choose the relevant classification to which the account group should be assigned. Leave this field empty if no assignment is necessary, i.e. business partners of this account group don’t have to be replicated to the CRM system. The account group for consumers (e.g. 0170) has to be assigned to the classification Consumer: Person. Grouping <Grouping of the

CRM system> Choose the grouping that was created for this classification.

External Selected External number assignment is required

to make sure that the business partner numbers are identical in ERP and CRM.

Mapping Example Account

Group Name Classification Grouping External

0001 Sold-to party Customer Y0 Selected

0002 Goods recipient Customer Y0 Selected

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For SAP Best Practices for CRM only a mapping of account groups to classification Customer is required.

.3.1.1.3 Mapping Business Partner Master Data from CRM to

ERP

Use

This step is for the business partner exchange only from CRM to ERP. In the following section you perform all necessary steps to get the business partners from the CRM into the ERP system.

In order to map the business partner master data from CRM to ERP you have to run the following activities:

1. Defining number ranges for CRM business partners. 2. Defining CRM business partner groupings.

3. Creating ERP business partner number ranges. 4. Creating ERP account groups.

5. Mapping CRM classifications to ERP account groups.

The following table describes all relevant elements that have to be maintained for the

mapping of CRM classifications to ERP account groups. It is also mentioned at which activity the element is maintained. It is recommended to maintain this table to keep the overview when running the following activities.

CRM ERP Classification Groupin g Number range Interval Number assignment Accoun t group Number range Interval Number assignment Step 5 Step 2 Step 1 Step 1 Step 1 Step 4/5 Step 3 Step 3 Step 3

Customer C001 C1 0000100000-0000999999 Internalor External Z001 C1 0000100000-0000999999 External ....

For the above example the mapping runs as follows:

1. A business partner with classification Customer and grouping C001 is created in the CRM system.

2. The grouping C001 has the number range assignment C1 and internal number assignment, i.e. a number is automatically created from the interval

0000100000-0000999999 for this business partner, e.g. 100002.

3. The business partner is replicated to the ERP system.

4. The classification is assigned to the account group Z001 (sold-to party). The number range C1 with the same interval as ERP number range C1 is assigned to account group

Z001. The CRM business partner that is replicated from the CRM system to the ERP

system gets the CRM number because external number assignment is chosen for the ERP number range.

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.3.1.1.3.1 Defining Number Ranges for CRM Business

Partners (II) (SAP CRM)

Use

For the business partners created in the CRM system you have to define number ranges. You can define one number range for all classifications or define for example a separate number range for each classification.

Procedure

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

SAP CRM IMG menu Cross-Application Components → SAP Business Partner →

Business Partner → Basic Settings → Number Ranges and

Groupings → Define Number Ranges 2. Choose Change intervals.

3. Choose Insert interval (Shift + F1) and enter the new number range. Make sure that this interval is not used in the ERP system for business partners.

Create at least a number range Y5 for CRM customers and Y6 for CRM consumers (Y6 only if the E-Service scenario is used).

4. Use external number assignment for Y5 and internal number assignment for Y6. 5. Choose Save (Ctrl+S).

.3.1.1.3.2 Defining CRM Business Partners Groupings (II)

(SAP CRM)

Use

For each number range created in the activity Defining Number Ranges for CRM Business

Partners (II) you have to create a grouping. This grouping has to be assigned manually or

automatically when creating a business partner. The business partner gets a number from the number range that is assigned to the grouping.

Procedure

SAP CRM IMG menu Cross-Application Components  SAP Business Partner  Business Partner Basic Settings  Number Ranges and Groupings  Define Grouping and Assign Number Ranges

Create a grouping for each number range interval created in the activity Defining Number

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For the translations highlight the new grouping and choose Goto 

Field Value 1 Comment

Grouping Y5

Short name (EN) CRM Customer Choose a name indicating that this grouping is used for the corresponding ERP account group

Short name (DE) CRM Kunde Short name (ES) Cliente CRM Short name (FR) Client CRM Short name (PT) Cliente CRM Short name (RU) CRM Клиент Short name (ZH) CRM 客客 Short name (TR) CRM Müşteri Short name (NL) Klant CRM Short name (IT) Cliente CRM Short name (CS) Zákazník CRM Short name (PL) Klient CRM Short name (DA) CRM Kunde Short name (FI) CRM-Asiakas Short name (JA) CRM 客客客 Short name (NO) CRM Kunde Short name (SV) CRM Kund Short name (HE) חוקל CRM Short name (KO) CRM 客客 Description (HU) CRM ügyfél Description (RO) Client CRM

Number range Y5 Choose one of the number ranges you have

created before. External <Flag for ext. no.

assignment> Set automatically according to the selected number range 4. Choose Enter.

Int.Std.Grping Deselected This field has to be selected only for the grouping that is used for CRM Consumers Ext.Std.Grping Selected

Hide Deselected

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6. Create an additional entry for consumers if the E-Service scenario is used.´

For any translations highlight the new grouping and choose Goto 

Field Value 1 Comment

Grouping Y6

Short name (EN) CRM Consumer Choose a name indicating that this grouping is used for the corresponding ERP account group

Short name (DE) CRM Konsument Short name (ES) Consumidor CRM Short name (FR) ConsommateurCRM Short name (PT) Consumidor CRM Short name (RU) CRM потребитель Short name (ZH) CRM 客客客

Short name (TR) CRM Tüketici Short name (NL) Consument CRM Short name (IT) Consumatore CRM Short name (CS) Spotřebitel CRM Short name (PL) Odbiorca CRM Short name (DA) CRM Forbruger Short name (FI) CRM Kuluttaja

Short name (JA) CRM 消費者

Short name (NO) CRM Konsument Short name (SV) CRM Konsument Short name (HE) ןכרצ CRM Short name (KO) CRM 客客客 Short name (HU) CRM Fogyasztó Short name (RO) CRM Consumator

Int.Std.Grping Selected This field has to be selected only for the grouping that is used for CRM Consumers Ext.Std.Grping Deselected

Hide Deselected

.3.1.1.3.3 Creating ERP Business Partner Number Ranges

(SAP ERP)

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Use

For all number ranges created in the CRM system as described in the activity Defining CRM

Business Partner Number Ranges II you have to define a corresponding number range in the

OLTP ERP. This is necessary to ensure that business partners created in the CRM system get the same ID when they are replicated to the OLTP ERP.

Procedure

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

SAP ERP IMG menu Logistics - General → Business Partner → Customers →

Control → Define and Assign Customer Number Ranges 2. Select Define Number Ranges for Customer Master.

3. Choose Change intervals.

4. Choose Insert interval (Shift + F1) and enter the number range according to the CRM number range created in the activity Defining CRM Business Partner Number Ranges II. 5. The Ext flag has to be selected.

.3.1.1.3.4 Creating ERP Account Groups (SAP ERP)

Use

In order to map the CRM business partner classifications to ERP account groups for the replication of business partners from the CRM system to the ERP system you have to define a separate account group for each classification (exception: Consumer: Person)

You can’t use the same account groups that you have chosen for the replication from the ERP system into the CRM system, because this would cause inconsistencies. For example: Account group 0001 is mapped to classification Customer for both replication directions ERP  CRM and CRM  ERP. When two different customers are created at the same time in ERP and CRM it is possible that they get the same number. In this case the replication would not work because the customer number that has to be created in the receiving system is already blocked.

These account groups should not be used for creating business partners in the ERP system, because business partners belonging to these account groups are not replicated to the CRM system.

Procedure

SAP ERP IMG menu Logistics - General → Business Partner → Customers →

Control → Define Account Groups and Field Selection for Customer

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2. Create an account group for the CRM classification Customer: Create the new account groups by copying from the original account group. Select the account group and choose

Copy as… (F6).

Account group (ID) <ID> Choose an ID beginning with ‘Z’, e.g. Z001 for the copy of account group 0001. Account group

(Name) <Short name> Choose a name indicating that this account group is used for the mapping of CRM classifications, e.g. CRM Customer for the copy of account group 0001.

Number range <Number range ID>

Choose the number range you have created in the activity Creating ERP business partner

number ranges for the classification the

account group is defined for. 4. Choose Save (Ctrl+S).

.3.1.1.3.5 Defining Partner Functions (SAP ERP)

Use

After creating the new account groups you have to define the partner functions allowed for this account group.

Procedure

SAP ERP IMG menu Sales and Distribution → Basic Functions → Partner Determination → Set Up Partner Determination

2. Select Set Up Partner Determination for Customer Master 3. Choose Account Groups – Function Assignment.

4. Choose New Entries (F5). 5. Enter the following values:

Partn. Funct. Account Grp

SP <Account Group>

SH <Account Group>

BP <Account Group>

PY <Account Group>

6. Disregard the Warning and choose Enter twice. 7. Choose Save (Ctrl+S).

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.3.1.1.3.6 Mapping CRM Classifications to ERP Account

Groups (SAP ERP)

Use

For each of the CRM business partner classifications you have to define a mapping to an ERP account group. Use the ERP account groups you have created in the activity Creating

ERP Account Groups.

Procedure

1. Access the activity using the following navigation option: SAP ERP Transaction code PIDE

For each account group you have to specify the classification (for example Consumer) and the grouping (that is, number ranges).

For SAP Best Practices for CRM only business partners of classification Consumer and Customer are replicated to the ERP system.

2. In the dialog structure choose CRM→R/3: Assign BP Classification to Account Grp.

3. Choose New entries (F5).

4. Enter the mapping according to the following recommendation: a) Consumer:

The business partner data that you create in CRM as consumers, it is important to know whether the business partners are organizations or persons.

• Organizations are distributed to the ERP system as business partner master data for customers, and not for consumers. Thus, the sales area data that was copied from the reference business partner to business partner master records for consumers in CRM is distributed to customer master records in the ERP system. Create an account group in the ERP system specifically for business partner master records with the classification Consumer: Organization of the CRM system. Do not use an existing account group that you created in the ERP system for customer master records for consumers.

• Persons are distributed as business partner master data for consumers to the SAP system (as of R/3 release 4.6). The sales area data copied from the

reference business partner to the business partner master records for consumers in the CRM is not distributed to the customer master records in the ERP system. The sales area data for consumers in the ERP system is determined from the reference customer. For these data use an existing account group you created as customer master records for consumers in the ERP system.

b) Customer

Assign the account group that is relevant in the ERP system for customers. This is also assigned when the business partner is additionally classified as a prospective

customer and a competitor in the CRM system. Mapping Example

CRM Classification ERP Account Group

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.3.1.1.4 Synchronizing Field Settings for Business Partners

(SAP ERP)

Use

In order to replicate business partners from the ERP to the CRM system and vice versa you have to synchronize the field settings for business partner, i.e. if a master data record field in the receiving system has the setting Required Entry an upload is only successful if this field maintained in the master data record of the sending system.

To avoid replicating problems the required entries of the master data records have to be identical.

Procedure

SAP ERP IMG menu Logistics - General  Business Partners  Customers  Control  Define Account Groups and Field Selection for Customer

2. Choose an account group that is relevant for the mapping. 3. Choose Details (F2).

4. Double-click on the text General data in the screen area Field status.

5. Double-click on each of the different entries in the Select Group area, for example,

Address. The corresponding field list is displayed.

6. Repeat these steps for all field status areas (Company code data, Sales data). 7. Save your changes.

.3.1.1.5 Configuring Field Attributes per BP Role

Procedure

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

SAP CRM IMG menu Cross-Application Components  SAP Business Partner  Business Partner  Basic Settings  Field Groupings  Configure Field Attributes per BP Role

2. Choose the business partner roles that correspond to the account group and check if the required entries are identical.

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In order to check if the replication of business partners works in general without regarding problems caused by incomplete master record fields you can set all fields for the relevant account groups to status Optional. After a successful test replication for a single business partner you have to reset these fields to status

Required in order to avoid data inconsistencies.

.3.1.1.6 Replicating ERP Reference Customer (SAP CRM)

Use

In order to make sure that the sales area data of a CRM consumer is identical in the CRM system and the ERP system you can download the ERP reference customer to the CRM system and use him as CRM reference business partner.

The replication of the reference customer is only relevant to the ERP system release 4.5 or higher.

You can directly replicate the reference business customer out of the reference customer transaction in CRM.

Procedure

• Access the activity using one of the following navigation options: Transaction code CRMC_BUPA_CONSUM

SAP CRM IMG menu CRM  Master Data  Business Partner  Basic Settings  Maintain Reference Business Partner for Consumers

• From the menu, choose Environment and Initial Download Reference Customer. The Reference Business Partner for consumers is downloaded from the ERP System and is inserted in the Reference Business Partner field.

• Choose Edit.

• Choose Switch between Display and Change (F6).

• In field Change in BP role, choose Role Account.

• In screen area Sales Area, choose Choose Sales Area...

• Highlight the relevant sales area and choose Continue.

• On tab Billing, maintain values at least for the fields Cust.Pric.Procedure and Currency for both sales area combinations:

• Sales Organization / Distribution Channel and

• Sales Organization / Distribution Channel / Division.

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.3.1.1.7 Selecting Customers for Replication (optional) (SAP

CRM)

Procedure

1. Access the activity using one of the following navigation options: Transaction code R3AC1

SAP CRM GUI menu Architecture and Technology  Middleware  Data Exchange  Object Management  Business Objects

2. To set the filter for the business object CUSTOMER_MAIN, click on the filter symbol. 3. Go to the tab Filter Settings.

4. In the field Source Site Name, choose the site source of your data (normally OLTP). 5. Make sure that you are in change mode. Choose Display <-> Change (Ctrl+F1).

6. Choose the relevant data for your filter settings, for example you can specify the customer numbers for replication.

7. Enter the following data:

Table/Structure Field OP Low High Incl./Excl. KNA1 KUNNR BT <Low number> <High number> Inclusive defined

set/array 8. Choose Save (Ctrl+S)

9. Choose No to all on the first dialog box.

10. Choose Continue (Enter) on the second dialog box..

If you specify filter criteria and enter values into numeric fields to narrow the range of objects to be downloaded, make sure you add leading zeros to the value until the full length of the ERP database table field is reached.

Example:

Customer number KNA1.KUNNR requires 10 digits (0000065543)

Material number MARA.MATNR requires 18 digits (000000000010000040). The material number must have the same format as in the ERP system; check database entries (Table MARA) with transaction code SE17.

This is due to differences in field lengths between the CRM system and the ERP back-end system. Do not take into account the field length of the CRM system.

.3.1.1.8 Replicating Customers (SAP CRM)

Procedure

1. To replicate the customers, either as specified in the filter or all customers, into the CRM system, access the activity using one of the following navigation options:

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Transaction code R3AS

SAP CRM GUI menu Architecture and Technology → Middleware → Data Exchange → Initial Load → Start

2. In the Load Object field, enter CUSTOMER_MAIN.

3. In the Source Site (Sender) field enter OLTP and in the Destination Site (Receiver) field enter CRM.

4. To run the replication, choose Execute (F8).

5. Confirm the next screen message by choosing Continue (Enter).

.3.1.1.9 Monitoring Replication Status (SAP CRM)

Procedure

1. Access the activity using one of the following navigation options: Transaction code R3AM1

SAP CRM GUI menu Architecture and Technology  Middleware  Data Exchange  Initial Load  Monitor Objects

2. In the Object Name field, enter the downloaded object to get the download status of this object. You can also make no entry to get the status of all downloaded objects.

3. Choose Execute (F8).

4. The replication is complete if all objects have the status Done.

In case of problems during replication

- Call transaction SMWP (Middleware Portal) and search for error states in the area Runtime Information.

- Refer to section Tips and Tricks for the Replication Process of this guide.

.3.1.1.10

Checking Business Partners (SAP CRM)

Prerequisites

In the business partner maintenance of the CRM system, make sure that the business partner has a corresponding entry in the Sales Area of the sales, distribution, and invoicing data.

Procedure

1. Access the activity using one of the following navigation options: SAP CRM WebClient menu Master Data  Accounts

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3. In Search Criteria field Role, choose the Role Sold-to.

4. In the area view Result List double-click on the business partner Name.

5. Then scroll down to the view area Sales Area Data. This view area might be hidden. It can be added by choosing Personalize in this Account View.

3.1.2 Replicating Contact Persons

.3.1.2.1 Replicating Contact Persons (SAP CRM)

Prerequisites

The replication of the customers has to be finished successfully.

Procedure

To replicate the contact persons into the CRM system, carry out these steps: 1. Access the activity using one of the following navigation options:

Transaction code R3AS

SAP CRM GUI menu Architecture and Technology  Middleware  Data Exchange  Initial Load  Start

2. In the Load Object field, enter CUSTOMER_REL.

All contact persons for whom the corresponding business partners are not available in CRM are automatically omitted.

.3.1.2.2 Monitoring Replication Status (SAP CRM)

Procedure

Result

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In case of problems during replication, call transaction SMWP (Middleware Portal) and search for error states in the area Runtime Information.

For a detailed error handling see section Tips and Tricks for the Replication

Process at the end of this guide.

.3.1.2.3 Checking Completeness of Replication (SAP CRM)

Procedure

To check the completeness of the contact person replication, carry out these steps: 1. Access the activity using one of the following navigation options:

Transaction code SE16

SAP CRM GUI menu Architecture and Technology  ABAP Workbench  Overview  Data Browser

2. Enter BUT050 in the field Table Name. 3. Choose Table Contents (Enter).

4. Compare the number of entries with the Relationship Category value BUR001 Contact

Person Rel.ship with the number of entries in the ERP table KNVK.

The number of entries should be identical. Please note that all contact persons for which the corresponding business partner isn’t available in the CRM system are not replicated, i.e. you have to set a filter in the tables which is identical with the filter used for the download of customers.

3.1.3 Replicating Customer Hierarchy (Optional)

Use

You can match the customer hierarchy in the ERP back end to the business partner group in the CRM system.

.3.1.3.1 Replicating Customer Hierarchy Customizing

Use

The customizing settings for the customer hierarchy have to be downloaded.

Procedure

1. Access the activity using one of the following navigation options: Transaction code R3AS

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Exchange  Initial Load  Start

2. In the Load Object field, enter the object DNL_CUST_THIT.

.3.1.3.2 Monitoring Replication Status (SAP CRM)

Procedure

Result

The replication is complete if all objects have the status Done.

In case of problems during replication, call transaction SMWP (Middleware Portal) and search for error status in the area Runtime Information.

.3.1.3.3 Assign ERP Customer Hierarchy to CRM Hierarchy

Use

The ERP customer hierarchy categories have to be mapped to the CRM account hierarchies.

Procedure

SAP CRM IMG menu Customer Relationship Management  Master Data  Business Partner Account Hierarchy  Data Exchange of ERP Customer Hierarchies with the CRM System  Assign ERP Customer Hierarchy Type to CRM Hierarchy Category

3. Select the R/3 Hierarchy Type A (Standard Hierarchy) and the CRM Hierarchy Cat. 01

(Pricing).

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.3.1.3.4 Replicating Customer Hierarchy

Use

The SAP ERP table KNVH (customer hierarchies) has to be downloaded to SAP CRM.

Procedure

2. In the Load Object field, enter the object DNL_BUPA_KNVH.

.3.1.3.5 Monitoring Replication Status (SAP CRM)

Procedure

Result

In case of problems during replication, call transaction SMWP (Middleware Portal) and search for error status in the area Runtime Information.

.3.1.3.6 Create Account Hierarchy

Use

The SAP CRM account hierarchy has to be created based on the downloaded SAP ERP customer hierarchy.

1. After having mapped the hierarchies perform the following steps for the download: Transaction code BPH_DNL

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2. On the screen Business Partner Group Hierarchy: Initial Download select the checkbox in the column Download for your mapping scenario and select the R/3 Sales Areas

choosing the button R/3 Sales Areas. 3. Choose Execute (F8).

4. Check the log file for errors. 5. Choose Save (Ctrl+S).

Result

The customer hierarchy has been created.

The delta download for the ERP customer hierarchy has been activated active automatically. All data changed in the ERP system is delta downloaded to CRM. The customer hierarchy is built as a hierarchy tree of the category Pricing with the description R/3-CRM-01.

Consequences:

• You can display, but not maintain this tree in CRM.

• You can no longer create trees with the category pricing.

This way it is ensured that pricing based on the customer hierarchy and the BP group hierarchy will have the same result in both the ERP system as well as in CRM.

3.1.4 Replicating Materials

Use

The following activities are required to replicate the product settings to the CRM system:

• Checking Material

• Defining Number Ranges for Materials

• Defining Item Category Groups

• Selecting Materials for Replication

• Replicating Materials

• Monitoring Replication Status

.3.1.4.1 Checking Material (SAP ERP)

Use

In this step you check whether the material master that you want to sell in your CRM system is in the corresponding sales area in the ERP system.

Procedure

Access the activity using one of the following navigation options: Transaction code MM03

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Material  Display  Display Current

.3.1.4.2 Defining Item Category Groups

Use

The item categories of the ERP back end have to be created in the same way in the CRM system.

.3.1.4.2.1 Checking Item Category Groups (SAP ERP)

Procedure

SAP ERP IMG menu Sales and Distribution  Sales  Sales Documents  Sales Document Item  Define Item Category Groups

2. Copy the relevant item categories that you want to use in the CRM system.

.3.1.4.2.2 Copying Item Category Groups (SAP CRM)

Procedure

To create the item category groups in the CRM system, carry out these steps: 1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management  Transactions  Basic Settings  Define Item Category Group

2. On the Item Category Group screen choose New Entries (F5). 3. Paste the relevant item category groups of the ERP back end. 4. Choose Save (Ctrl+S).

There are item category groups in the CRM system initially. When copying already existing item category groups from the ERP system you get an error message during saving in the CRM system. In this case you have to choose Skip. If you copy item category groups from the ERP system that are not in the

customer namespace you will receive a warning message. Confirm this message with Enter if this item category is really required in the CRM system.

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.3.1.4.3 Selecting Materials for Replication (SAP CRM)

Procedure

1. Access the activity using one of the following navigation options: Transaction code R3AC1

SAP CRM GUI menu Architecture and Technology  Middleware  Data Exchange  Object Management  Business Objects

2. Set the filter for the business object MATERIAL by clicking on the filter symbol. 3. Make sure that you are in change mode. Choose Display <-> Change (Ctrl+F1). 4. In the field Source Site Name choose OLTP.

5. Specify the material numbers for replication, for example by selecting table MARA and field MATNR.

6. Enter the following data:

Table/Structure Field OP Low High Incl./Excl.

MARA MATNR EQ <Low number> Inclusive defined

set/array 7. Choose Save (Ctrl+S).

8. Choose No to all on the first dialog box.

9. Choose Continue (Enter) on the second dialog box. 10. Choose Filter Sync.

11. Choose Continue (Enter) on the dialog box.

If you specify filter criteria and enter values into numeric fields to narrow the range of objects to be downloaded, make sure you add leading zeros to the value until the full length of the ERP database table field is reached.

Material number MARA.MATNR requires 18 digits (000000000010000040). The material number must have the same format as in the ERP system, check database entries with transaction code SE17.

For more details refer to section Defining Filters for Objects of this guide.

.3.1.4.4 Replicating Materials (SAP CRM)

Procedure

2. In the Load Object field, enter MATERIAL.

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.3.1.4.5 Monitoring Replication Status (SAP CRM)

Procedure

Result

In case of problems during replication, call transaction SMWP (Middleware Portal) and search for error states in the area Runtime Information.

.3.1.4.6 Checking Materials (SAP CRM)

Prerequisites

In the product maintenance of the CRM system, make sure that the product has entries for Sales and Distribution.

Procedure

1. Access the activity using one of the following navigation options: SAP CRM WebClient menu Master Data  Products

2. Enter the Product ID of one of your replicated products from ERP to CRM.

3. Choose a product in the Result List view area and check the fields in the view areas

Product Details, Categories for completeness.

3.1.5 Replicating Conditions

This chapter describes the Initial Load of Condition Customizing Data and Condition Master Data for specific pricing procedures.

When using SAP Best Practices for CRM the sales order processing (quotation, sales order) takes place in the ERP system only.

For the Best Practices scenario Opportunity Management only a basic pricing determination using the material price is applied.

Therefore a new Pricing Procedure Y00001 with one Condition Type (PR00), one Access Sequence (PR02) and the three Condition Tables A304 (Material), A305 (Customer/Material) and A306 (Category/Currency/Material) will be created in the ERP system, downloaded to the CRM system and assigned to the pricing procedure determination for opportunities.

The creation and download is described in this Building Block. The assignment takes places in the Building Block CRM Central Master Data.

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For the Best Practices service scenarios a pricing procedure is needed to calculate the pricing for services. In order to make sure that the pricing in ERP and CRM is synchronized an existing ERP pricing procedure has to be downloaded from ERP to CRM and assigned to the pricing procedure determination for services.

The download is described in this Building Block. The assignment takes places in the Building Block CRM Service.

.3.1.5.1 Creating Pricing Procedures (SAP ERP)

Use

In order to replicate condition customizing data and condition master data you have to make sure that the following activities, creating two new customer pricing procedures, have been executed in ERP.

Procedure

SAP ERP IMG menu Sales and Distribution  Basic Functions  Pricing  Pricing Control  Define And Assign Pricing Procedures

2. Choose Maintain pricing procedures.

3. Choose New Entries (F5) and create the new pricing procedure Y00001 Best Practices:

CRM Pricing.

4. Choose Enter.

5. Select the newly created pricing procedure and choose Control data in the left-hand Dialog Structure.

6. Choose New entries (F5) and enter the condition type PR00 (Price) in the column CTyp, the value 2 (Item with pricing) in column Reqt and the value ERL(Revenue) in the column

AccKey.

8. Select and highlight standard pricing procedure RVAA01 and choose Copy As… (F6). 9. Maintain the new pricing procedure Y00002 Best Practices: Serv. Pricing and press

ENTER.

10. Choose copy all and confirm all system messages.

11. Select the newly created pricing procedure and choose Control data in the left-hand Dialog Structure.

12. For condition type (CTyp) PR00 (Price) deselect the checkbox flag in column Required. 13. Save your entries and select a customizing request if required.

To ensure that the subtotals' descriptions of the new pricing procedures are translated in your relevant language, highlight the subtotal entry in the pricing procedure's control data view and choose the following menu path:

Goto -> Translation

Result

Pricing procedure Y00001 will be used for the scenario Opportunity Management. Pricing procedure Y00002 will be used for the scenario Service Order Management.

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.3.1.5.2 Determine ERP Sales Pricing Procedure

Use

Identify the ERP pricing procedure which is used for price determination in ERP sales order processing. This pricing procedure has to be downloaded from the ERP to the CRM system.

Procedure

SAP ERP IMG menu Sales and Distribution  Basic Functions  Pricing  Pricing Control  Define And Assign Pricing Procedures

2. Choose Define Pricing Procedure Determination.

3. Note down the pricing procedure which is assigned to the combination of Sales Organization, Distribution Channel and Division that has been used for the ERP

organizational model integration in Building Block C01 CRM Organizational Model. In this Building Block the values for Sales Organization, Distribution Channel and Division are given.

In case several pricing procedure entries exist for this sales area choose the one with Document Pricing Procedure A.

.3.1.5.3 Replicating Conditions (SAP CRM)

.3.1.5.3.1 Setting Filter for Condition Customizing Object

Use

The initial load of the condition customizing object is performed before the initial load of the condition master data objects and after the initial load of business partner master data and material master data has been performed.

Please see SAP note 484073 for information about cross-client and client-specific customizing tables.

.3.1.5.3.2 Selecting Condition Customizing for Replication

(SAP CRM)

Use

An important prerequisite to the successful initial download of condition customizing is that all the necessary filter settings are in place. Without using a filter all customizing objects, i.e. pricing procedures etc. are replicated.

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For the specific SAP Best Practices use case only the download of 2 pricing procedures with assigned condition types and access sequences is required.

For that reason it would be a good option not to use object DNL_CUST_CNDALL for the download of condition customizing but to create another object (for example

YDNL_CUSTCNDALL) and to set up the filters according your business needs.

When creating a new condition customizing download object (e.g.,

YDNL_CUSTCNDALL) you should work together with an ERP SD consultant with profound pricing knowledge to define the tables and filter settings being used. Otherwise use object DNL_CUST_CNDALL to download all customizing objects.

To get the gross value displayed in CRM sales documents, please see SAP Note 340099.

In case you would like to run another condition customizing download in an additional CRM client it is recommended to use (copies of) the download objects DNL_CUST_PRC and DNL_CUST_CND_PR with filters instead of DNL_CUST_CNDALL because

DNL_CUST_CND_ALL comprises client independent and client dependent customizing whereas the other two objects are restricted to client specific customizing.

Procedure

1. Access the activity using one of the following navigation options: Transaction code R3AC5

SAP CRM menu Architecture and Technology  Middleware → Data

Exchange → Object Management → Condition Objects 2. Choose Create in the change mode.

3. If you want to create a new condition customizing download object (e.g.,

YDNL_CUSTCNDALL) choose Create Object. Make sure that you enter exactly the same information for the new object as you have for DNL_CUST_CNDALL.

4. Save your entries.

5. The following table can be used as an orientation for defining table filter settings within the newly created download object. According to your specific data some settings may have to be adapted.

Table Filter settings

MNTCNT Not needed.

T681 Using field KOTAB enter only those condition

tables accessed by condition types from the pricing procedures that you are going to download to the CRM system.

T681T Using field KOTABNR enter only those

condition tables accessed by condition types from the pricing procedures that you are going to download to the CRM system. Also restrict the Language key to E using field SPRAS and the Usage of the

condition table to A using field KVEWE.

T681E Using fields KOTABNR enter only those