Accrete Solutions 1

➢ SAP S/4 HANA Customer Management (CM) and SAP C/4HANA

➢ S/4HANA Customer Management (CM) Architecture

➢ S/4HANA CM Data Model and User Interface

➢ SAP S/4HANA Field Service Demo

➢ S/4HANA CM Migration Strategy

➢ SAP Roadmap for S/4HANA CM

➢ Questions

SAP’s CRM Offerings

Accrete Solutions 3

SAP C/4HANA Overview

4

SAP MARKETING CLOUD

• Consumer and customer profiling

• Marketing Planning

• Marketing assets and collaboration

• Marketing automation

• Marketing measurement and optimization

• Loyalty management

SAP COMMERCE CLOUD

• Commerce experience channels

• Commerce management

• Product content management

• Order management

SAP SALES CLOUD

• Lead*

• Opportunity and Sales Support*

• Configure, Price, Quote*

• Sales planning and performance management

• Partner channel sales

• Customer master data management*

• Order and Contract**

• Billing and invoicing**

SAP SERVICE CLOUD

• Self-service

• Omnichannel engagement*

• Service management*

• Field Service

• Customer feedback

• Analytics

• Service operations

SAP CUSTOMER DATA CLOUD

• Customer identity management

• Enterprise preference and consent management

• Customer profile management

Marketing Commerce Sales Service CustomerData

* Related capabilities in SAP S/4HANA for Customer Management, as on-premise alternative** Related capabilities in SAP Sales Cloud, as a cloud alternative

What is S/4 HANA for Customer Management?

• SAP S/4HANA for customer management, an add-on on SAP S/4HANA for On-Premise solution for Sales, Service and Interaction Center

• Integrates seamlessly with SAP S/4HANA and draws on the same data model as SAP S/4HANA

• Utilizes S/4HANA components such as Pricing and Billing instead of IPC and CRM Billing

• No TREX/JAVA• Eliminates middleware• Improved performance• Dedicated business applications and its own business object and

generic interaction layers• UI has been harmonized with the visual appearance of SAP

S/4HANA Fiori theme• Architecture based on existing SAP CRM on premise solution• Optimize CRM One Order framework for HANA DB

S/4HANA

Customer Management Addon

SAP HANA Database

S/4HANA DB Schema

CRM Tables

S/4HANA for CM and C/4HANA Comparison

S/4HANA for Customer Management C/4 HANA

Type of offering On-premise add-on to S/4HANA. Cloud based S/4HANA CM is also available.

C/4HANA is SAP’s new branding for its umbrella of cloud-based customer experience solutions including Sales/Service/Commerce/Customer/Marketing cloud

UI S/4HANA CM UI is based on SAP CRM Web Client UI. A new theme Belize is used for similar look and feel as the native Fiori application.

Sales/Service Cloud front end is based on SAP UI Designer. Marketing Cloud front end is based on SAP UI5. Commerce Cloud front end is based on dynamically created html pages from JSP and Eclipse is used as a development tool. UI extensions is used in Marketing Cloud.

Integration with S/4HANA No middleware Integration with S/4HANA can be done using CPI and PI. Out of the box integration scenarios are provided by the SAP.

Third party integration There is limited out-of-the-box Web services and Odata services in S/4HANA CM yet. Web Services or OData services can be created during implementation. XIF Adapter can also be used to integrate S/4HANA CM with third party systems.

SAP C/4HANA has a rich set of out of the box integration scenarios for master and transaction data can be configured.

Standard object extensibility

Field extensibility in S/4HANA CM is performed via an SAP Fiori app on SAP S/4HANA: the Custom Fields and Logic app. Table extensibility in S/4HANA CM is done by AET table extensibility concept.

Sales/Service Cloud uses Key User Tool for creating custom fields in standard objects. Uses Rule editor. Custom fields are created using the "custom fields and logic" application for Marketing.

S/4HANA for Customer Management C/4 HANA

Backend Development Tool Web UI and ABAP Development is used SAP Cloud Application Studio is used for SAP Sales/Service Cloud. SAP Commerce cloud development is done in JAVA using Eclipse.

Target customers Good fit for customers who are:✓ Using SAP ERP but are not yet using any features of

SAP CRM✓ Want the option to consolidate SAP ERP and SAP CRM ✓ New CRM customer with limited CRM functionalities

but are not yet ready for the C/4HANA✓ Customers who have SAP CS and want to migrate to

SAP S/4HANA

Works well for customers:✓ Who prefer cloud-based applications, particularly if

planning to transition to SAP S/4HANA Cloud. ✓ Want to keep back-office functionality on-premise

(e.g., SAP S/4HANA) but migrate front-office, customer-facing applications to the cloud

✓ Want to implement Commerce, Marketing and mobile Field Service/Crowd Service

Database Add-on only runs on SAP S/4HANA and uses HANA database. and cannot be installed on other SAP HANA products such as SAP Business Suite powered by SAP HANA

C/4HANA family of products run on SAP HANA database

S/4HANA for CM and C/4HANA Comparison (cont’d)

SAP Fiori Launchpad

S/4HANA Core App SAP CRM Business Role

SAP S/4HANA

SAP Hana Database

SAP S/4 for customer management (Add-on)

Web Client UI

Business Object Layer & Generic Interaction Layer (BOL/GENIL)

S/4HANA CM Applications

ServiceInteraction

CenterSales

Pricing Billing

Master DataProduct

Business Partner

Org. Model

EquipmentContract Account

S/4HANA CM Architecture

SAP

PO/CPI

Non-SAP Apps

SAP Apps

SAP Cloud Apps

Utilities

➢ UI framework used in S/4HANA for Customer Management is similar to the SAP CRM Organizational model, BOL objects and APIs

➢ Data model is coherent with S/4HANA database

➢ Master data is the same for all applications like products, business partner, organizational management and equipment

➢ Structured simply, it reduces the data footprint

➢ Seamless processes and no duplicity of the objects

➢ Common tables between SAP CRM and S/4HANA are replaced with S/4HANA tables e.g. Payment Terms

SAP S/4HANA for customer management SAP CRM

Business Partner Business Partner

Material Product

Equipment IObject

Functional location IBase

SD Pricing IPC, TTE for CRM Pricing

ABAP routines for pricing requirement Java routines for pricing requirement

S/4HANA CM - Data Model Overview

SAP Business Objects

➢ The classical SAP CRM handled the data basically grouped into Header CRMD_ORDERADM_H and itemsCRMD_ORDERADM_I

➢ The header and item relationship is 1:n and transaction data are distributed among many tables. Suchrelationship is maintained by table CRMD_LINK

ORDERADM_H

ORDERADM_I

SERVICE_H

ACTIVITY_H

PRODUCT_I

PRICING_I

SERVICE_I

….

CRMD_LINK

H1-S1H1-P1I1-S1I1-P1

SHIPPING

PARTNER

SALES

SAP CRM - Data Model

➢ SAP S/4HANA uses a new data modelling infrastructure known as CDS (Core Data services)

➢ All order header level data is stored in CRMS4D_SERV_H (See below diagram). Item level data is stored in asole table CRMS4D_SERV_I

➢ CDS view sits on top of such flattened table, hence it reduces the joins among database tables to the highestdegree

S/4HANA CM – Data Model

Service Request

Service Quotation

Service Order

‘Release’ Service Order

Service Order Template

Sales Item

Service Spare item, Service

• Sales Order• Delivery• PGI

• Material Reservation

• Purchase Requisition

• Purchase Order

• Internal Order“Complete” Service

Order

Update Internal order

Invoice (SD Billing)

Accounting

SAP S/4HANA

Sales Order

Service Confirmation

Release Service items for billing

Billing Request

CATS

Good Movement

SAP S/4HANA

S/4HANA CM Service Process - Demo

S/4HANA CM DEMO

➢ Existing Customers - Upgrade ERP to S/4HANA, keep SAP CRM as a separate system and move CRM toS/4HANA progressively (hybrid operation)

➢ New Customers can start their implementation directly in S/4HANA

➢ Master data migration – Use migration tools like S/4HANA migration cockpit or migration object modeler

➢ Customization – Manual task but comparable content and steps

➢ Custom code – Manual task but same framework.

➢ Transaction data – Migration tools are in roadmap for future releases

➢ Actual strategy should be case to case basis

➢ Future roadmaps include further scenarios from SAP CRM

SAP CRM Migration to SAP S/4HANA

➢ Existing Customers – Analyze if the extent of changes can be met by S/4HANA service and migrate duringthe initial migration to S/4HANA

➢ New customers should consider implementing S/4HANA Service directly

➢ The CS functionality is supported on S/4HANA as well, but it will be available only till 2025

➢ Master data migration – S/4HANA data can be re-used

➢ Custom code/Configuration – Needs to be redone manually

➢ Transactional data – Transactional data and data processing is different in S/4HANA

➢ Future roadmaps will cover the full CS functionality in S/4HANA Service

SAP CS Migration to SAP S/4HANA

SAP S/4HANA for CM Roadmap

• Replication – free & harmonized master data

✓ Business partner✓ Material, Equipment• Multi-channel Customer

Interaction management✓ Account & Contact

management✓ Interaction center• Service I✓ Service request✓ Service order✓ Service confirmation• UX Experience I✓ Visual Harmonization

• Sales✓ Activity + Sales✓ Appointments + Calendar✓ Lead + Opportunity✓ Sales order entry in IC• Service II✓ Solution Quotation

management• Master Data✓ Configurable products✓ Product bundles

• Service II✓ Service contract

management✓ Field service management

integration✓ Leonardo integration for

ticket categorization• UX Experience II✓ Fiori roles✓ Fiori shell integration✓ Enterprise search

integration

• Service III✓ Compliants ✓ Returns✓ In-house repair✓ Service order II• Commercial Business✓ Solution contract for

projects & products✓ Service contract

management

S/4HANA 1709 FP01*

Add-on release date: 25 Feb. 2018

S/4HANA 1809*

Add-on release date: 4th

Oct. 2018

S/4HANA 1809 FPS01*

Add-on release date: 25 Feb. 2019

S/4HANA 1909

System consolidation• Merge add-on into

S/4HANA core

Migration support• AET table extensibility• Hybrid deployment

Migration support• Migration of service

master data

Current state of planning and maybe changed by SAP at any time without notice

Migration support• Activities• Contracts

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Ashish SaxenaVice President

Accrete Solutions 3350 Scott Blvd, Bldg 34ASanta Clara, CA 95054

Email: ashish@acnsol.comPhone: +1-425-785-1052Website: www.acnsol.comLinkedin: https://www.linkedin.com/in/ashishcrm

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Sandeep SalariaTechnical Architect

Accrete Solutions 102A, HARTRON Technology ParkPlot 25A, Sector 18, Electronics CityGurgaon-122001

Email: sandeeps@acnsol.comPhone: +91 9717776296Website: www.acnsol.com