Config Guide CRM Org Model - Standalone

SAP CRM 7.00 September 2010 English

CRM Organizational Model Standalone (C02) Building Block Configuration Guide

SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany

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. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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SAP Best Practices

CRM Organizational Model Standalone (C02): Configuration Guide

Contents

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Configuration Guide 1

Purpose

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

2

Preparation

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

.2.2 SAP Notes Before you begin the installation and configuration, read the relevant SAP Notes. These SAP Notes contain important information for installation and configuration, and also corrections concerning this building block. Make sure that you have the most up-to-date version of SAP Notes. You can find the SAP Notes on the SAP Service Marketplace (http://service.sap.com/notes). SAP Note

Area

Title

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

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SAP Best Practices

3

CRM Organizational Model Standalone (C02): Configuration Guide

Configuration

.3.1 Organizational Model Overview Organizational 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)

Use You 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.

Procedure 1. 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.

Procedure 1. 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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SAP Best Practices

3.2.3

CRM Organizational Model Standalone (C02): Configuration Guide

Defining Distribution Channels

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

Procedure 1. 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

Use In 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.

Procedure 1. 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: 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.

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5. Save your entries.

.3.3 Set Up Integration Business Partner – Organizational Management Use For 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)

Use For 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.

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

BUCF

SAP CRM IMG menu

Cross-Application Components  SAP Business Partner  Business Partner  Basic Settings  Number Ranges and Groupings  Define Number Ranges

2. 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. 6. Enter the following values:

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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)

Use For 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.

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

SPRO

SAP CRM IMG menu

Cross-Application Components  SAP Business Partner  Business Partner  Basic Settings  Number Ranges and Groupings  Define 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

External

The number range you have created for Org Business Partners. Internal number assignment is required.

4. Choose Enter.

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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

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

Procedure 1. 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.

3.3.4

Executing Report for Changeover Classification

Use A 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.

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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.

Procedure 1. 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 Use Organizational 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. 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

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Use An 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.

Procedure 1. 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



Attributes 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.

3.4.2

Creating Organizational Units Please check the Delta Guide C01_DeltaGuide_EN_DE.doc

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

Procedure 1. Access the activity using the following navigation option:

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Master Data → Search: Organization Model

SAP CRM WebClient menu

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 Code Level

SAP Best Practice Company

0

BP_COMP

BP Marketing Organization

1

BP_MARKET

Marketing Organization

BP Sales Organization

1

BP_SALES

Sales Organization

2

BP_SLS

3

BP_SO_CENTER

BP Sales Call Center

2

BP_IC_SAL

BP Service Organization

1

BP_SERVICE

BP Service Back Office

2

BP_SRV

BP Service Technicians Group

2

BP_TECH

BP Service Call Center

2

BP_IC_SRV

BP Service IC Support

2

BP_IC_SUP

BP Direct Sales BP Sales Office Central

Functions

Sales Office Service Organization Service Team

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. 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.

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

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3.4.3

CRM Organizational Model Standalone (C02): Configuration Guide

Assigning Attributes to Organizational Unit Please check the Delta Guide C01_DeltaGuide_EN_DE.doc.

Use You 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.

Procedure 1. 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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Organizational Unit Details Organizational Unit ID

Functions

Allow Org. Unit to be Determined

BP_COMP BP_MARKET

Marketing Organization

BP_SALES

Sales Organization

BP_SLS BP_SO_CENTER

Marketing

Sales Sales Office

Sales

Service Organization

Service

BP_IC_SAL BP_SERVICE BP_SRV BP_TECH

Service Service Team

BP_IC_SRV BP_IC_SUP

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 indicates that the value has to be personalized according to the project situation. Organizational Unit ID

Scenario

Attribute

BP_COMP

Marketing

Country



Ref. currency for document



Country



Ref. currency for document



Correspondence Language



Country



Correspondence Language



Sales

Service

Value

BP_MARKET

All

Only inherited attribute values

BP_SALES

Sales

Division



Distribution Channel



Postal Code

00000

Tupel (…)



BP_SLS

All

Only inherited attribute values

BP_SO_CENTER

Sales

Region

BP_IC_SAL

All

Only inherited attribute values

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Value to

99999



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Organizational Unit ID

Scenario

Attribute

Value

Value to

BP_SERVICE

Sales

Region



Tupel (…)



Division



Distribution Channel



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 Use You 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.

Procedure 1. 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. 10. Choose Save. 11. If you want to create further positions, you have to repeat the steps 3-10.

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Maintain the following positions: Description

Code

Hierarchy Level

Object Type

BP Company

BP_COMP

0

Org Unit

BP_MARKET

1

Org Unit

Marketing Manager

POS_MKT_MGT

2

Position

Marketing Employee

POS_MKT_EMP

2

Position

BP_SALES

1

Org Unit

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_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

1

Org Unit

Service Manager

POS_SRV_MAN

3

Position

BP Service Back Office

BP_SRV

2

Org Unit

POS_SRV_EMP

3

Position

BP_TECH

2

Org Unit

POS_SRV_TECH

3

Position

BP_IC_SRV

2

Org Unit

IC Manager

POS_ICM_SRV

3

Position

IC Agent Service

POS_IC_SRV

3

Position

BP_IC_SUP

2

Org Unit

POS_IC_SUP

3

Position

BP Marketing Organization

BP Sales Organization BP Direct Sales

BP Call Center Sales

BP Service Organization

Service Employee BP Service Technicians Group Service Technician BP Call Center Service

BP IC Support IC Agent Support

Head of org. unit

.3.6 Maintain Holder for Positions Use You assign employees or users to positions; in doing this, you also determine the tasks assigned to them.

3.6.1

Defining Number Ranges for Employees

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

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

BUCF

SAP CRM IMG menu

Cross-Application Components  SAP Business Partner  Business Partner  Basic Settings  Number Ranges and Groupings  Define Number Ranges

2. Choose Change Intervals. 3. Choose Insert Interval. 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

Use You 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.

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

SPRO

SAP CRM IMG menu Cross-Application Components  SAP Business Partner  Business Partner  Basic Settings  Number Ranges and Groupings  Define Groupings and Assign Number Ranges 2. Choose New Entries. 3. Enter the following values: Grouping

Short name

Description

Number range

Y7

CRM Employees

CRM Employees

Y7

External

Ext. Std. Grping

Int Std. Grping

Deselected

Deselected

4. Choose Save (Ctrl+S).

3.6.3

Creating Employees (SAP CRM)

Use As 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.

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Prerequisites For 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.

Procedure 1. 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

(see list below)

First name



Last name



Grouping

CRM Employees

Nationality



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

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

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ID

Employee/Name

User Name

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

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

3.6.4

Assigning Employees to Positions

Prerequisites You have maintained the organization units and the positions (see the two previous sections). Employees and users have been created.

Procedure 1. 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.

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

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CRM Organizational Model Standalone (C02): Configuration Guide

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

IC Agent Support

Peter Best

IC_AGENT_SUP

BP IC Support

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CRM Organizational Model Standalone (C02): Configuration Guide

Result

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SAP Best Practices

CRM Organizational Model Standalone (C02): Configuration Guide

Description

Hierarchy Level

Object Type

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

3

Holder

1

Org Unit

BP_SALES

2

Org Unit

BP_SLS

Director of Sales

3

Position

POS_SLS_DIR

Peter Seller

4

Holder

3

Org Unit

BP_SO_CENTER

4

Position

POS_SLS_MAN

Jennifer Stone

5

Holder

Sales Employee

4

Position

Michael Curtis

5

Holder

2

Org Unit

BP_IC_SAL

3

Position

POS_ICM_SAL

4

Holder

3

Position

4

Holder

3

Position

4

Holder

1

Org Unit

BP_SERVICE

2

Position

POS_SRV_MAN

3

Holder

2

Org Unit

BP_SRV

3

Position

POS_SRV_EMP

4

Holder

2

Org Unit

BP_TECH

Service Technician

3

Position

POS_SRV_TECH

Matthew Carter

4

Holder

2

Org Unit

BP_IC_SRV

3

Position

POS_ICM_SRV

4

Holder

3

Position

4

Holder

2

Org Unit

Richard Lion BP Sales Organization BP Direct Sales

BP Sales Office Central Sales Manager

BP Sales Call Center IC Manager Angela Lucata IC Agent Marketing Michelle Dean IC Agent Sales Judie Coltman BP Service Organization Service Manager Ryan Reval BP Service Back Office Service Employee Barbara Lee BP Service Technicians Group

BP Service Call Center IC Manager Angela Lucata IC Agent Service Ann Anderson BP IC Support

© SAP AG

Code

POS_MKT_EMP

POS_SLS_EMP

POS_IC_MKT POS_IC_SAL

POS_IC_SRV BP_IC_SUP

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CRM Organizational Model Standalone (C02): Configuration Guide

Hierarchy Level

Object Type

IC Agent Support

3

Position

Peter Best

4

Holder

Description

Code POS_IC_SUP

.3.7 Organizational Model Translation Use Initially, 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

Procedure 1. 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

CRM Organizational Model Standalone (C02): Configuration Guide

Translating Positions

Procedure 1. 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

Use Run 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

CRM Organizational Model Standalone (C02): Configuration Guide

Checking Settings for Attribute Maintenance

Use Check 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

Use See 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 Scenario Some 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

Procedure 1. Access the activity using the following navigation option: Transaction code

OOATTRCUST

2. Select the structure node Scenarios. 3. Check the checkbox in the column Buffering for the scenario SALE.

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CRM Organizational Model Standalone (C02): Configuration Guide

4. Choose Save.

3.9.2

Updating Buffers for Sales Scenario

Procedure 1. 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

Use The 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.

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

Procedure 1. 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

(e.g., BP Billing Unit)

Main Address and Communication Data Country

(e.g., DE)

3. Press Enter. 4. In the assignment block Roles select the Role “Billing Unit” from the drop down list. 5. Save your entries and take a note of the number of the newly created Billing Unit: BP ID:_______________________________

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CRM Organizational Model Standalone (C02): Configuration Guide

Result A billing organization unit has been created.

3.10.2

Assigning Billing Unit to Sales Organization

Use In 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).

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

Procedure 1. 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.



SOrg.

BP_SALES

Bill. Unit



3. Choose Save (Ctrl+S).

Result A billing unit has been assigned to each relevant sales organization.

3.10.3

Assigning Billing Unit to Service and Sales Organization

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

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

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SAP Best Practices

CRM Organizational Model Standalone (C02): Configuration Guide

Procedure 1. 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



ServiceOrg

BP_SERVICE

Sales Org.



SOrg.

BP_SALES

Bill. Unit



3. Choose Save (Ctrl+S).

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

4

CRM WebClient UI Settings

.4.1 Assigning Business Roles to Positions Use The 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.

Procedure 1.

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. 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.

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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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