config guide crm org model - standalone

SAP CRM 7.00

September 2010

English

CRM Organizational Model Standalone (C02)

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermany

Building Block Configuration Guide

SAP Best Practices CRM Organizational Model Standalone (C02): Configuration Guide

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Example

Note

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Typographic Conventions

Type Style Description

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Cross-references to other documentation.

Example text Emphasized words or phrases in body text, titles of graphics and tables.

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<Example text> Variable user entry. Pointed brackets indicate that you replace these words and characters with appropriate entries.

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Contents

1 Purpose.......................................................................................................................... 6

2 Preparation..................................................................................................................... 6

2.1 Prerequisites............................................................................................................6

2.2 SAP Notes...............................................................................................................6

3 Configuration..................................................................................................................7

3.1 Organizational Model Overview...............................................................................7

3.2 Maintain Organizational Data for Sales and Service Scenarios...............................8

3.2.1 Performing Division Settings (SAP CRM).......................................................8

3.2.2 Defining Divisions............................................................................................8

3.2.3 Defining Distribution Channels........................................................................9

3.2.4 Defining Combination of Distribution Channel and Division............................9

3.3 Set Up Integration Business Partner – Organizational Management.....................10

3.3.1 Defining Number Range for Org Business Partners (SAP CRM)..................10

3.3.2 Defining Grouping for Org Business Partners (SAP CRM)............................11

3.3.3 Setting Up Integration...................................................................................12

3.3.4 Executing Report for Changeover Classification...........................................12

3.4 Organizational Units..............................................................................................13

3.4.1 Creating an Organizational Model (SAP CRM).............................................13

3.4.2 Creating Organizational Units.......................................................................14

3.4.3 Assigning Attributes to Organizational Unit...................................................16

3.5 Maintaining Positions for the Organizational Units................................................18

3.6 Maintain Holder for Positions.................................................................................19

3.6.1 Defining Number Ranges for Employees......................................................20

3.6.2 Defining Grouping for Employees.................................................................20

3.6.3 Creating Employees (SAP CRM)..................................................................21

3.6.4 Assigning Employees to Positions................................................................22

3.7 Organizational Model Translation..........................................................................25

3.7.1 Translating Organizational Units...................................................................25

3.7.2 Translating Positions.....................................................................................26

3.8 Organizational Structure Check.............................................................................26

3.8.1 Updating List of Organizational Units............................................................26

3.8.2 Checking Settings for Attribute Maintenance................................................27

3.8.3 Checking Organizational Data Settings.........................................................27

3.9 Set Up Buffering for Sales Scenario......................................................................27

3.9.1 Enable Buffering for Sales Scenario.............................................................27

3.9.2 Updating Buffers for Sales Scenario.............................................................28

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3.10 Organizational Units Assignment......................................................................28

3.10.1 Creating a Billing Unit....................................................................................28

3.10.2 Assigning Billing Unit to Sales Organization..................................................29

3.10.3 Assigning Billing Unit to Service and Sales Organization..............................29

4 CRM WebClient UI Settings.........................................................................................30

4.1 Assigning Business Roles to Positions..................................................................30

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Configuration Guide

1 PurposeThis configuration guide provides the information you need to set up the configuration of this building block manually.

2 Preparation

2.1 PrerequisitesBefore starting with the installation of this building block, please see the document Quick Guide to Installing SAP Best Practices for CRM.

2.2 SAP NotesBefore 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

There are no additional SAP Notes relevant for this building block.

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3 Configuration

3.1 Organizational Model OverviewOrganizational Management in CRM offers you a flexible tool for handling your company’s task-related, functional organizational structure as a current organizational model.

You can maintain the company structure including the positions and employees in an application and assign specific data (attributes) to the organizational units.

The organization model will be especially used for organizational data determination within the CRM scenarios for marketing, sales and service.

For details about setting up an organizational structure please see the CRM standard documentation.

In the following a sample organizational structure will be defined. It consists of separate organizational units for marketing, sales and service. Positions will be assigned to the different organizational units in order to implement the functional task distribution of individual items and their reporting structure in the organizational model. Employees are assigned to these positions as holders.

These sample organizational structure is essential for all SAP Best Practices scenarios because organizational data determination, partner determinations and evaluations are based on this structure.

SAP Best Practices customizing settings are based on the sample organizational model, i.e. in case of deviations from this sample model all pre-defined setting for organizational data determination etc. will not work.

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3.2 Maintain Organizational Data for Sales and Service Scenarios

3.2.1 Performing Division Settings (SAP CRM)

UseYou can specify whether or not you work with divisions in the CRM system.

If you use a header division in CRM you do not need to use a dummy division.

Procedure1. Access the activity using the following navigation options:

Transaction code SPRO

SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Division Settings Define Use of Division and Dummy Division

2. Deselect the checkbox Division not act.

3. Select the indicator Header Div. Act., if you wish to use divisions at header level in business transactions in CRM Enterprise (select for SAP Best Practices for CRM).

3.2.2 Defining Divisions

Use

In this step, you can define divisions for CRM.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Division Settings Define Divisions

2. Choose New Entries.

3. Enter the following values:

Division Description

10 e.g. Product Division 10

4. You can enter additional divisions, but for the SAP Best Practices scenarios only 10 will be used.

5. Save your entries.

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3.2.3 Defining Distribution Channels

Use

In this step, you can define distribution channels for CRM.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Organizational Data for Sales Scenarios Define Distribution Channels



Dis. Chan. Description

10 e.g. Direct Sales

20 e.g. Wholesale

30 e.g. Other Sales

4. You can enter additional distribution channels, but for the SAP Best Practices scenarios only 10, 20, 30 will be used.


3.2.4 Defining Combination of Distribution Channel and Division

UseIn this step, you can define combinations of distribution channels and divisions that can be assigned as attributes to the sales organization to define a sales area.



SAP CRM IMG menu CRM Master Data Organizational Management Organizational Data for Sales Scenarios Define Combination of Distribution Channel and Division



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Distribution Channel Division

10 10

4. You can enter additional combinations but for the SAP Best Practices scenarios only the combination listed in the table will be used.


3.3 Set Up Integration Business Partner – Organizational Management

UseFor you to use your existing organizational units in orders, the system must create business partners from these organizational units. The system uses the Organizational Unit role for the business partners it creates from organizational units.

3.3.1 Defining Number Range for Org Business Partners (SAP CRM)

UseFor each organizational unit created in the organizational model a business partner is generated automatically. For this business partners a number range has to be created.

If you don’t define a number range the created business partner will get a number that belongs to other business partner types, e.g. consumers.

Procedure1. 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. Before creating new number range intervals you have to delete the SAP default number ranges.

3. Choose Change Intervals.

a. Business partners are already created for a number range.In this case the value of field Current number is higher than 0 and a deletion of the number range is not possible. Set the upper limit of the number range (field To number) to the value of field Current number.

b. No business partners have been created for the number range.In this case select the number range and choose Delete Interval.

4. In the next steps you define the number range for Org business partners.

5. Choose Insert Interval.

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Field Value Remarks

No. Y4 Choose an ID with leading ‘Y’

From number 0004000000 If you use numeric values make sure you add leading zeroes to the value until the full length of the field is reached.

To number 0004999999 If you use numeric values make sure you add leading zeroes to the value until the full length of the field is reached.

Current number

Ext Internal number assignment is required.

7. Choose Insert.

8. Choose Save.

9. Confirm the information window Transport number range intervals with Continue.

3.3.2 Defining Grouping for Org Business Partners (SAP CRM)

UseFor each organizational unit created in the organizational model a business partner is generated automatically. The number range that was created in the section Defining Number Range for Org Business Partners (SAP CRM) has to be assigned to a grouping. This grouping can be used for selecting the number range when creating a business partner.



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

2. Choose New Entries (F5).


Field Value Remarks

Grouping Y4 The grouping must have the same ID as the assigned number range

Short name Org BP

Description (EN) Business Partner for Org Units

Description (DE) Geschäftspartner für Org Einheiten

Number range Y4 The number range you have created for Org Business Partners.

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Field Value Remarks

External Internal number assignment is required.

4. Choose Enter.

Int.Std.Grping Selected

Ext.Std Grping Deselected

Please make sure that the ID of the grouping is identical with the ID of the assigned number range.

5. Choose Save (Ctrl+S).

6. Select a customizing request.

3.3.3 Setting Up Integration

UseActivate the integration of organizational units and business partners and assign the number range defined in the preceding sections.



SAP CRM IMG menu Customer Relationship Management Master Data Business Partner Integration Business Partner – Organizational Management Set Up Integration with Organizational Management

2. Enter the following values for the existing combination of Group and Sem.abbr.:

Group Sem. Abbr. Value abbr. Description

HRALX HRAC X Activate HR Integration

HRALX OBPON ON Integration O-BP Activated

HRALX ONUMB 2 Business Partner Number Assignment (Org. Unit)

HRALX OSUBG Y4 Business Partner Subgroup (Organizational Unit)-> Number Range


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3.3.4 Executing Report for Changeover Classification

UseA report has to be executed to changeover the customer classification from former CRM releases.

This report has to be executed once even in case of a new installed CRM system.

Otherwise error messages during business partner processing will occur.

It has to be executed at this time because otherwise the business partners which are related to the organizational units are not created correctly.

Procedure1. To run the report, use the following navigation option:

Transaction code SA38

2. Enter the report CRM_MKTBP_ZCACL_UPDATE_30 and choose Execute (F8).

3. Keep the default values and choose Execute (F8).

4. In case of the status message Class type BUP: no suitable classes found no further actions are required.

5. In case of other messages, read the documentation of the report and run the report with deactivated flag for Test mode.

3.4 Organizational Units

UseOrganizational units are functional units of a company. Depending on how task distribution is organized in a company, these can be, for example, departments, groups or project teams.

Separate organizational units for marketing, sales and service will be defined.

The organizational unit in sales and distribution structures the company according to SD requirements. Sales transactions are prepared and implemented in a sales organization. Several sales offices or sales groups or other freely definable organizational units can be assigned at lower level than the sales organization. It is not possible, however, for other sales organizations to be subordinate to a sales organization. You can assign attributes to a sales organization in organizational plan maintenance. The sales organization is then responsible for these attributes; for example, one or more divisions and distribution channels, a language, or a postal code.

In addition there are organizational unit in the service area in which services are planned and prepared.For CRM service there is the attribute Service organization, which you set in organizational model maintenance on the Function tab page. This attribute flags an organizational unit as a responsible organizational unit in the service area. This means that the organizational unit is flagged as a superordinate organizational unit in the service area, to which you can assign subordinate organizational units.

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Subordinate organizational units, the responsible service organizations, report to the service organization. By inheriting the attribute Service organization, the system identifies the subordinate organizational units implicitly as organizational units for the service area.

3.4.1 Creating an Organizational Model (SAP CRM)

Please check the Delta Guide C01_DeltaGuide_EN_DE.doc

UseAn organization model is created initially together with a root organizational unit which builds the basic node for all other organizational units.

Log on to the CRM WebClient with the user POWER_USER.

Procedure1. Access the Organizational Model using the following navigation:

SAP CRM WebClient menu Master Data Search: Organization Model

2. Create a root organizational unit by choosing Root Organizational Unit.

3. Choose Continue.

4. Maintain the following values for this organizational unit::

Field name Value

GeneralBasic data

Organization Unit (ID)Code BP_COMP

Organization Unit (Description) BP Company

Address

Street/House No./Street Enter values

LocationCity Enter values

Postal Code Enter values

Country <Country>

Attributes

Country <Country>

Please use ID BP_COMP and do not change this ID until the complete organizational model has been maintained.

5. Save (Ctrl + S) your data. An ID will be automatically created for the root organization.

6. Save (Ctrl + S) your data. An ID will be automatically created for the root organization. To display this ID, choose the button ‘Personalize’, move ‘ID’ from the Available Columns to the Displayed Columns and Save.

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3.4.2 Creating Organizational Units

Please check the Delta Guide C01_DeltaGuide_EN_DE.doc

PrerequisitesThe root node BP_COMP has already been created as described in the preceding section.

Procedure1. Access the activity using the following navigation option:


2. Enter the description of the organizational unit, that has been created in the preceding section (BP Company) and choose Search.

3. In the view area Result List, select the link of the root organizational unit BP Company. This object has already been created in the preceding section.

4. In the assignment block Organizational Unit select the root organization BP Company and choose the button Organizational Unit to create a new organizational unit on the level below.

5. In the assignment block Organization Unit Details and the view area General Data enter the Code and a Description for the new organizational unit.

6. Run the following steps to create the following SAP Best Practices organizational structure as an example to work with:

Description Hierarchy Level

Code Functions

SAP Best Practice Company 0 BP_COMP

BP Marketing Organization 1 BP_MARKET Marketing Organization

BP Sales Organization 1 BP_SALES Sales Organization

BP Direct Sales 2 BP_SLS

BP Sales Office Central 3 BP_SO_CENTER Sales Office

BP Sales Call Center 2 BP_IC_SAL

BP Service Organization 1 BP_SERVICE Service Organization

BP Service Back Office 2 BP_SRV

BP Service Technicians Group

2 BP_TECH Service Team

BP Service Call Center 2 BP_IC_SRV

BP Service IC Support 2 BP_IC_SUP

The code of organizational units must not contain numbers. Otherwise problems may occur during the organizational data determination; in particular, the system may not be able to identify organizational units.

7. In view area Address, enter an address for the organizational unit.Check the delta guide for details.

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8. In view area Functions check the corresponding function (for example, Sales Organization) for each organizational unit (for example, BP Sales Organization).

9. Save your entries using the Save button.

ResultThe necessary organizational units for the marketing and sales scenarios have been created.

3.4.3 Assigning Attributes to Organizational Unit

Please check the Delta Guide C01_DeltaGuide_EN_DE.doc.

UseYou can use general attribute maintenance to attribute data (attributes) to organizational units, when creating your sales and distribution or service structure. You always maintain these attributes specifically for a scenario (Sales or Service).

CRM distinguishes between organizational and business attributes:

organizational attributes define the type of organizational unit, for example, whether it is a sales organization or a service group.

business attributes define the responsibility of an organizational unit, for example, for which distribution channels or product groups an organizational unit is responsible.

Attributes can have one or more values. For some attributes, you can also enter areas (for example, partner numbers 001 to 300).

For SAP Best Practices the sample organizational structure is prepared for the assignment of one single Sales Organization and one single Planning Plant.



2. Enter the description BP Company and choose Search.

3. In the view area Result List, select the link of the root organizational unit BP Company.

4. In the assignment block Organizational Unit select the organizational unit, that you want to maintain

5. In the view Allow Org. Unit to be Determined of the assignment block Organizational Unit Details, select field if necessary. Otherwise this organizational unit will not be taken into consideration for the organizational data determination.

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6. In order to maintain the attributes select the created organizational units one after another and choose Edit List in the assignment block Attributes.

7. Maintain all required attributes for all three scenarios (Marketing, Sales and Service) of an organizational unit if necessary.For the SAP Best Practices organizational model maintain the following attributes.Most of the values can not be pre-defined because they are depending on the country or on the individual organizational structure. The entry <PV> indicates that the value has to be personalized according to the project situation.

Organizational Unit ID

Scenario AttributeValue Value to

BP_COMP Marketing Country <PV>

Ref. currency for document <PV>

Sales Country <PV>

Ref. currency for document <PV>

Correspondence Language <PV>

Service Country <PV>

Correspondence Language <PV>

BP_MARKET All Only inherited attribute values

BP_SALES Sales Division <PV>

Distribution Channel <PV>

Postal Code 00000 99999

Tupel (…) <PV>

BP_SLS All Only inherited attribute values

BP_SO_CENTER Sales Region <PV> <PV>

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Organizational Unit ID

Scenario AttributeValue Value to

BP_IC_SAL All Only inherited attribute values

BP_SERVICE Sales Region <PV>

Tupel (…) <PV>

Division <PV>

Distribution Channel <PV>

Postal Code 00000 99999

Service Postal Code 00000 99999

BP_SRV All Only inherited attribute values

BP_TECH All Only inherited attribute values

BP_IC_SRV All Only inherited attribute values

BP_IC_SUP All Only inherited attribute values

8. In the assignment block Attributes choose the button Check Consistency for the consistency. Examine the messages for the check results.

9. Choose Save.

3.5 Maintaining Positions for the Organizational Units

UseYou assign positions to organizational units, in doing this, you also determine the tasks assigned to them. You can define a head position within an organizational unit, to which all other positions in the organizational unit report.



2. Enter the description BP Company and choose Search.

3. In the view area Result List, select the link of the root organizational unit BP Company.

4. In the assignment block Organizational Unit select the organizational unit, for which you want to add a Position.

5. Choose the button Position.

6. In the assignment block Position Details and the view General Data enter the Description (for example, Campaign Manager) of the position and the Code (for example, POS_MKT_MGT). Also activate the checkbox, if this position is a head of an organizational unit.

7. Choose Save.

8. In the area Attributes you will see the inherited Attributes from the organization unit.

9. Choose the button Edit List and choose Check Consistency. Examine the messages for the check results.

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10. Choose Save.

11. If you want to create further positions, you have to repeat the steps 3-10.

Maintain the following positions:

Description CodeHierarchy Level

Object Type

Head of org. unit

BP Company BP_COMP 0 Org Unit

BP Marketing Organization BP_MARKET 1 Org Unit

Marketing Manager POS_MKT_MGT 2 Position

Marketing Employee POS_MKT_EMP 2 Position

BP Sales Organization BP_SALES 1 Org Unit

BP Direct Sales BP_SLS 2 Org Unit

Director of Sales POS_SLS_DIR 3 Position

BP Sales Office Central BP_SO_CENTER 3 Org Unit

Sales Manager POS_SLS_MAN 4 Position

Sales Employee POS_SLS_EMP 4 Position

BP Call Center Sales BP_IC_SAL 2 Org Unit

IC Manager POS_ICM_SAL 3 Position

IC Agent Marketing POS_IC_MKT 3 Position

IC Agent Sales POS_IC_SAL 3 Position

BP Service Organization BP_SERVICE 1 Org Unit

Service Manager POS_SRV_MAN 3 Position

BP Service Back Office BP_SRV 2 Org Unit

Service Employee POS_SRV_EMP 3 Position


BP_TECH 2 Org Unit

Service Technician POS_SRV_TECH 3 Position

BP Call Center Service BP_IC_SRV 2 Org Unit

IC Manager POS_ICM_SRV 3 Position

IC Agent Service POS_IC_SRV 3 Position

BP IC Support BP_IC_SUP 2 Org Unit

IC Agent Support POS_IC_SUP 3 Position

3.6 Maintain Holder for Positions

UseYou assign employees or users to positions; in doing this, you also determine the tasks assigned to them.

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3.6.1 Defining Number Ranges for Employees

UseYou want to create employees with separate external number ranges in CRM.


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.


No From number To number External

Y7 0000010000 0000099999 X


3.6.2 Defining Grouping for Employees

UseYou want to create employees with the external number ranges in CRM. You have to define the grouping and assign the number range to this grouping.



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



Grouping Short name Description Number range

External Ext. Std. Grping

Int Std. Grping

Y7 CRM Employees

CRM Employees

Y7 Deselected Deselected


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3.6.3 Creating Employees (SAP CRM)

UseAs next step each employee (for example, sales manager) that will be assigned to an organizational unit at a later stage, needs to be created as an Employee.

PrerequisitesFor each business partner being created here a corresponding system user has already been created in the CRM system (transaction SU01).

The database field Grouping in the view Employee has to be added in the view as this field is hidden in the SAP CRM standard entry screen.This is described in the Building Block C04 CRM WebClient User Interface in section Adapting Entry Screen for Employees

The CRM system users which have to be assigned to the CRM employees have been created in building block CRM WebClient User Interface.

Procedure1. To create a business partner, choose the following navigation option:

SAP CRM WebClient menu Master Data Create: Employee

2. Enter at least the following data in General Data:

Field Name Entry

General Data

ID <business partner number> (see list below)

First name <first name of employee>

Last name <last name of employee>

Grouping CRM Employees

Nationality <country key for employee’s>

3. Save the new employee.

4. In assignment block Users choose Add.

If assignment block Users is not visible, choose button Personalize on the top level and move this view from table Available Assignment Blocks to Displayed Assignment Blocks.

5. Open the assignment block Users and choose Add. Enter the User Name or search by the Input Help and choose Ok.

6. Choose Save.

7. Repeat these steps for the following users:

ID Employee/Name User Name

10000 Jennifer Stone SALES_MAN

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ID Employee/Name User Name

10010 Michael Curtis SALES_EMPL

10030 Peter Seller SALES_DIR

10100 Angela Lucata IC_MAN

10110 Ann Anderson IC_AGENT_SRV

10120 Peter Best IC_AGENT_SUP

10130 Michelle Dean IC_AGENT_MKT

10140 Judie Coltman IC_AGENT_SAL

10200 Ryan Reval SERV_MAN

10210 Barbara Lee SERV_EMPL

10230 Matthew Carter SERV_TECH

10300 Melanie Richard MKT_MAN

10400 Richard Lion MKT_EMPL

ResultEach employee is created as a business partner with role Employee in the CRM system.

3.6.4 Assigning Employees to Positions

PrerequisitesYou have maintained the organization units and the positions (see the two previous sections).

Employees and users have been created.


SAP CRM WebClient menu

Master Data Search: Organization Model Search Criteria Organizational Unit

2. In the search criteria area choose Find by Organizational Unit.

3. Choose Search.

4. In the view area Result List, select the link of root organizational unit, e.g. BP Company.

5. In the Organizational Unit view expand the tree to the position you want to assign an employee to. Mark the Position.

6. Click on Employee.

7. Search the employee by criteria (last name, user ID).

8. Select the business partner.

9. Choose Save.

10. Choose Back.

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Assign the following employees to the positions by performing steps 2 to 9 again:

Organizational Unit Position Employee User

BP Marketing Organization

Marketing Manager Melanie Richard MKT_MAN

Marketing Employee Richard Lion MKT_EMPL

BP Sales Organization Director of Sales Peter Seller SALES_DIR

BP Sales Office Central Sales Manager Jennifer Stone SALES_MAN

Sales Employee Michael Curtis SALES_EMPL

BP Service Organization Service Manager Ryan Reval SERV_MAN

BP Sales Call Center IC Manager Angela Lucata IC_MAN

IC Agent Marketing Michelle Dean IC_AGENT_MKT

IC Agent Sales Judie Coltman IC_AGENT_SAL

BP Service Back Office Service Employee Barbara Lee SERV_EMPL


Service Technician Matthew Carter SERV_TECH

BP Service Call Center IC Manager Angela Lucata IC_MAN

IC Agent Service Ann Anderson IC_AGENT_SRV

BP IC Support IC Agent Support Peter Best IC_AGENT_SUP

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Result

DescriptionHierarchy Level

Object TypeCode

SAP Best Practice Company 0 Org Unit BP_COMP

BP Marketing Organization 1 Org Unit BP_MARKET

Marketing Manager 2 Position POS_MKT_MGT

Melanie Richard 3 Holder

Marketing Employee 2 Position POS_MKT_EMP

Richard Lion 3 Holder

BP Sales Organization 1 Org Unit BP_SALES

BP Direct Sales 2 Org Unit BP_SLS

Director of Sales 3 Position POS_SLS_DIR

Peter Seller 4 Holder

BP Sales Office Central 3 Org Unit BP_SO_CENTER

Sales Manager 4 Position POS_SLS_MAN

Jennifer Stone 5 Holder

Sales Employee 4 Position POS_SLS_EMP

Michael Curtis 5 Holder

BP Sales Call Center 2 Org Unit BP_IC_SAL

IC Manager 3 Position POS_ICM_SAL

Angela Lucata 4 Holder

IC Agent Marketing 3 Position POS_IC_MKT

Michelle Dean 4 Holder

IC Agent Sales 3 Position POS_IC_SAL

Judie Coltman 4 Holder

BP Service Organization 1 Org Unit BP_SERVICE

Service Manager 2 Position POS_SRV_MAN

Ryan Reval 3 Holder

BP Service Back Office 2 Org Unit BP_SRV

Service Employee 3 Position POS_SRV_EMP

Barbara Lee 4 Holder

BP Service Technicians Group 2 Org Unit BP_TECH

Service Technician 3 Position POS_SRV_TECH

Matthew Carter 4 Holder

BP Service Call Center 2 Org Unit BP_IC_SRV

IC Manager 3 Position POS_ICM_SRV

Angela Lucata 4 Holder

IC Agent Service 3 Position POS_IC_SRV

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DescriptionHierarchy Level

Object TypeCode

Ann Anderson 4 Holder

BP IC Support 2 Org Unit BP_IC_SUP

IC Agent Support 3 Position POS_IC_SUP

Peter Best 4 Holder

3.7 Organizational Model Translation

UseInitially, the organizational units are maintained only in English. Use the following procedure to translate the texts of the organizational units into other languages.

3.7.1 Translating Organizational Units


Transaction code CRMD_TRANS_OM

SAP CRM GUI menu Master Data Organizational Model Translate Short Text for Organizational Units

2. Enter the following values and leave all other fields empty:

Field name Value

Organizational Unit Selected

Object ID Select the relevant organizational unit or leave the field empty in case the all org units have to be translated

Reporting Period All

Evaluation Path ORGEH

Source Language EN

Target Language Select your target language

3. Choose Execute.

4. On the Translate Language-Dependent Records screen, maintain a translation for the objects names in the target language.

Do not translate the field Object abbr.

5. Choose Save.

© SAP AG of 31


3.7.2 Translating Positions


Transaction code CRMD_TRANS_OM

SAP CRM GUI menu Master Data Organizational Model Translate Short Text for Organizational Units

2. Enter the following values and leave all other fields empty:

Field name Value

Position Selected

Object ID Select the relevant positions or leave the field empty in case the all positions have to be translated

Reporting Period All

Source Language EN

Target Language Select your target language

3. On the Translate Language-Dependent Records screen, maintain a translation for the objects names in the target language.

Do not translate the field Object abbr.

4. Choose Save.

3.8 Organizational Structure Check

3.8.1 Updating List of Organizational Units

UseRun this activity to make changes to the organizational model visible for applications working on the model. Normally changes are not visible until the following day.

Procedure

1. Access the activity using the following navigation options:


SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Tools Update List of Organizational Objects

2. Execute the update for object types O (Organizational unit) and S (Position).

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3.8.2 Checking Settings for Attribute Maintenance

UseCheck the consistency of the attribute assignments to the organizational units.

Procedure



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Tools Check Settings for Attribute Maintenance

2. Execute the check.

3.8.3 Checking Organizational Data Settings

UseSee the documentation of the IMG activity for details about this check.

Procedure



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Tools Organizational Data Settings Check

2. Execute the check.

3.9 Set Up Buffering for Sales ScenarioSome processes of CRM need to have the sales areas. The sales areas are represented in the organizational model that you can maintain with the transaction PPOMA_CRM, this means they are not physically stored, but they are the result of the different combinations of sales organizations, sales offices, sales groups, channels and divisions maintained in the organizational model.

Whenever a CRM transaction or a business partner needs the sales areas, they are calculated, and this is an expensive process. To speed up this process, the sales areas are buffered.

Report HRBCI_ATTRIBUTES_BUFFER_UPDATE is used to buffer the attributes of organizational management objects. To enable buffering you have to maintain view T77OMATTR.

3.9.1 Enable Buffering for Sales Scenario


Transaction code OOATTRCUST

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2. Select the structure node Scenarios.

3. Check the checkbox in the column Buffering for the scenario SALE.

4. Choose Save.

3.9.2 Updating Buffers for Sales Scenario


Transaction code SA38

2. Call transaction SA38.

3. Select the report HRBCI_ATTRIBUTES_BUFFER_UPDATE.

4. Select the checkboxes for Delete All Buffers and Restructure Buffer on (Date).

5. Choose Execute (F8).

In note 737315 further details regarding this topic are described. Note you can also schedule a job in transaction SM36 to run this report regularly.

3.10 Organizational Units Assignment

3.10.1 Creating a Billing Unit

UseThe purpose of this activity is to create the billing unit(s) being assigned to sales orders via the respective sales organization when performing sales transactions.

PrerequisitesYou are logged on to the CRM WebClient with user power_user and password welcome.


SAP CRM WebClient menu Master Data Create: Corporate Account

2. In the assignment block Account Details enter at least the following data:

Field Name Field Entry

General Data

Name 1 <description of the billing unit> (e.g., BP Billing Unit)

Main Address and Communication Data

Country <relevant country> (e.g., DE)

3. Press Enter.

4. In the assignment block Roles select the Role “Billing Unit” from the drop down list.

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5. Save your entries and take a note of the number of the newly created Billing Unit:

BP ID:_______________________________

ResultA billing organization unit has been created.

3.10.2 Assigning Billing Unit to Sales Organization

UseIn this activity you define which billing unit is determined from the sales organization. This applies to sales transactions in CRM Online that are billed in CRM Online and then posted as billing documents in SAP ERP Financial Accounting (FI).

PrerequisitesThe respective sales organizations and billing units are already defined in the system.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Cross-System Assignment of Organizational Units Assign Billing Units to Sales Organizations

2. Choose New Entries (F5) and enter the following data:


Sales Org. <ID of BP_SALES>

SOrg. BP_SALES

Bill. Unit <ID of BP Billing Unit>


ResultA billing unit has been assigned to each relevant sales organization.

3.10.3 Assigning Billing Unit to Service and Sales Organization

UseThe purpose of this activity is to define for service and sales transactions which billing units are found from the appropriate service/sales organizations.

© SAP AG of 31


PrerequisitesThe respective service and sales organizations and billing units are already defined in the system.



SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Cross-System Assignment of Organizational Units Assign Billing Units to Service/Sales Organizations

2. Choose New Entries (F5) and enter the following data:


ServiceOrg <ID of BP_SRVC>

ServiceOrg BP_SERVICE

Sales Org. <ID of BP_SALES>

SOrg. BP_SALES

Bill. Unit <ID of BP Billing Unit>


ResultA billing unit has been assigned to each relevant service and sales organization.

4 CRM WebClient UI Settings

4.1 Assigning Business Roles to Positions

UseThe purpose of this activity is to assign business roles to positions in the organizational model. Thus, SAP users and employees assigned to a position within the organizational model are also assigned to the corresponding business role.

Procedure1. Log on to the SAP CRM WebClient with the user POWER_USER.

2. Access the activity using the following navigation option:


3. In the view Search Criteria enter BP Company in field Description and Organizational unit in field Find by.

4. Choose Search.

5. In the view Result List click on the Organizational Unit ‘BP Company’ you searched for.

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6. In the assignment block Organizational Unit navigate to the according position as indicated in the table below.

7. Select the according position, e.g. Marketing Manager.

8. Open the assignment block Position Details and choose Edit.

9. In the view Role Assignment, select the proper role from the drop-down list.

10. Choose Save.

11. Perform steps 6-10 for the following positions and business roles:

Position Business Role

BP Company BP Marketing Organization Marketing Manager.

BP_MKT_MAN

BP Company BP Marketing Organization Marketing Employee.

BP_MKT_EMPL

BP Company BP Sales Organization BP Direct Sales BP Sales Office Central Sales Manager

BP_SLS_MAN

BP Company BP Sales Organization BP Direct Sales BP Sales Office Central Sales Employee

BP_SLS_EMPL

BP Company BP Sales Organization Director of Sales BP_SLS_MAN

BP Company BP Sales Organization BP Call Center Sales IC Manager

BP_IC_MAN

BP Company BP Sales Organization BP Call Center Sales IC Agent Marketing

BP_ICA_MKT

BP Company BP Sales Organization BP Call Center Sales IC Agent Sales

BP_ICA_SLS

BP Company BP Service Organization Service Manager BP_SRV_MAN

BP Company BP Service Organization BP Service Back Office Service Employee

BP_SRV_EMPL

BP Company BP Service Organization BP Service Technicians Group Service Technician

BP_SRV_TECH

BP Company BP Service Organization BP Call Center Service IC Manager

BP_IC_MAN

BP Company BP Service Organization BP Call Center Service IC Agent Service

BP_ICA_SRV

BP Company BP Service Organization BP IC Support IC Agent Support

BP_ICA_SRV

Result

Roles are not directly assigned to users but to positions in the organizational model. Users are then linked to a role by assigning them to a position.

© SAP AG of 31

config guide crm org model - standalone

Documents

dependent records screen

groupings define groupings

delta guide c01 deltaguide en de

sample organizational structure

internal number assignment

resulta billing unit

separate organizational units

add leading zeroes