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ConfigGuide CRM Org Model - Standalone
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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
Copyright
© 2010 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
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SAP Best Practices CRM Organizational Model Standalone (C02): Configuration Guide
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Cross-references to other documentation.
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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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SAP Best Practices CRM Organizational Model Standalone (C02): Configuration Guide
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.
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 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.
Procedure1. Access the activity using the following navigation options:
Transaction code SPRO
SAP CRM IMG menu Customer Relationship Management Master Data Organizational Management Organizational Data for Sales Scenarios Define Distribution Channels
2. Choose New Entries.
3. Enter the following values:
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.
5. Save your entries.
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.
Procedure1. Access the activity using the following navigation options:
Transaction code SPRO
SAP CRM IMG menu CRM Master Data Organizational Management Organizational Data for Sales Scenarios Define Combination of Distribution Channel and Division
2. Choose New Entries.
3. Enter the following values:
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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.
5. Save your entries.
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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6. Enter the following values:
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.
Procedure1. 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 Groupings and Assign Number Ranges
2. Choose New Entries (F5).
3. Enter the following values:
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.
Procedure1. Access the activity using the following navigation options:
Transaction code SPRO
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
3. Save your entries.
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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:
SAP CRM WebClient menu Master Data Search: Organization Model
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.
Procedure1. Access the activity using the following navigation option:
SAP CRM WebClient menu Master Data Search: Organization Model
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.
Procedure1. Access the activity using one of the following navigation options:
SAP CRM WebClient menu Master Data Search: Organization Model
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 Service Technicians Group
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.
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. Choose Change Intervals.
3. Choose Insert Interval.
4. Enter the following values:
No From number To number External
Y7 0000010000 0000099999 X
5. Choose Save (Ctrl+S).
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.
Procedure1. 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 Groupings and Assign Number Ranges
2. Choose New Entries.
3. Enter the following values:
Grouping Short name Description Number range
External Ext. Std. Grping
Int Std. Grping
Y7 CRM Employees
CRM Employees
Y7 Deselected Deselected
4. Choose Save (Ctrl+S).
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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.
Procedure1. Access the activity using the following navigation option:
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
BP Service Technicians Group
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
Procedure1. Access the activity using one of the following navigation options:
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.
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3.7.2 Translating Positions
Procedure1. Access the activity using one of the following navigation options:
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:
Transaction code SPRO
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
1. Access the activity using the following navigation options:
Transaction code SPRO
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
1. Access the activity using the following navigation options:
Transaction code SPRO
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
Procedure1. Access the activity using the following navigation option:
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
Procedure1. Access the activity using the following navigation option:
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.
Procedure1. Access the activity using the following navigation option:
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.
Procedure1. Access the activity using the following navigation options:
Transaction code SPRO
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:
Field Name Field Entry
Sales Org. <ID of BP_SALES>
SOrg. BP_SALES
Bill. Unit <ID of BP Billing Unit>
3. Choose Save (Ctrl+S).
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.
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PrerequisitesThe respective service and sales organizations and billing units are already defined in the system.
Procedure1. Access the activity using the following navigation options:
Transaction code SPRO
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:
Field Name Field Entry
ServiceOrg <ID of BP_SRVC>
ServiceOrg BP_SERVICE
Sales Org. <ID of BP_SALES>
SOrg. BP_SALES
Bill. Unit <ID of BP Billing Unit>
3. Choose Save (Ctrl+S).
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:
SAP CRM WebClient menu Master Data Search: Organization Model
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.
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