Create and Maintain Organizational Model in SAP CRM

1        Business Concepts

The Organizational model is the representative of the company departments and units, the process roles, the employees assigned to each of these roles and the associated hierarchy among them. The model is time dependent, enabling to plan the organizational changes under limited-time setting and future settings. Attributes can be maintained within positions (e.g. Business Center Development manager) and organization units (e.g. Pacific Electric Supply), characterizing job responsibilities, validity period, territories, addresses, currencies (if applicable), etc…

Organization management is used by different CRM application areas such as business transactions, partner processing and tax determinations. The system can automatically determine organizational data using the data available in transactions. For example, the business partner number, region, product, user assignment for the organization unit (position) can be used to determine organizational data in business transactions such as standard orders and service contracts.

For our purpose, here we are considering companies where CRM integration with ECC is required. SAP CRM organization model is initially configured based on the pre-existing SAP ECC organization structure. Initial settings can be configured in order to upload the initial structure from ECC to SAP CRM.

Following is the list/description of key requirements for implementing organization model in a company –

1.     Requirement - Define / Assign Sales Distribution Entities

Mapping Requirement to SAP Business Process: There are two different levels of settings for sales organization:

A)    Organization Model

a.     Organizational Departments (Units): Attributes can be assigned to org units for additional information on these units.

b.    Business Roles (Positions) 

B)    Basic Configuration

Entities such as company code, plant, Sales Organizations, Distribution Channels, Divisions and Sales area are defined in the system. The first steps is to configure the company code and plant

2.     Requirement – Define / Assign Service Distribution Entities

Service organization is the organizational unit in the service area in which services are planned and prepared. The service organization is responsible for the economic success of a service area within an existing organizational model. There are two different settings for Services Organization

A)    Service Organization Model: The service model is imported from ECC, in this level organizational unit and attributes are created and maintained.

B)    Basic Configuration

a.     Entities such as service planning plant, work groups, and service work centers are configured to help facilitate service process, allowing a company the means to plan and provide service to their customers.

3.     Requirement – Define / Assign Positions

The position represents a post that can be occupied by a person in the staff assignment of an organizational unit. The personal capacity (headcount) of an organizational unit is represented using positions

4.     Requirement – Assign Business Roles

After the organizational units and positions are maintained in the organization model, the business roles can be configured. Business roles are profiles that will determine the user access to the system. The business roles will be created for org. model positions as different security access and CRM front end need to be created for different employee roles

2        Configuration Steps

Maintaining the Organization Model in CRM:

Organization model helps for the following activities:

·         Display the sales or service structure of your organization for CRM Organizational Management.

·         Make changes to the organizational model or individual organizational units.

·         Display responsibilities and other data of your organizational units using attributes.

·         Display sales areas (sales organization, distribution channel, division).

Maintain Organizational Model

·         Create an organizational model by creating organizational units

·         Display the organizational model or individual organizational units

·         Change the organizational model, that is, create new organizational units, and, assign, schedule or delete these

·         Maintain attributes for organizational units

Maintaining Attributes

·         Maintain important data like address, validity period

·         Define attributes for each organizational unit of each scenario, for example, currency, region, product group

·         By assigning attributes, you maintain sales areas by assigning the attributes distribution channel and division to a sales organization or its subordinate organization

      Restrictions

           You cannot maintain attributes for the following organizational objects in CRM:

·         Positions

           Positions inherit the attributes of the higher-level organizational unit.

·         Holders (employees and users)

Determining Organization Data:

Certain Organization data is mandatory while processing a business transaction. There are two ways organization data can be determined in SAP CRM.   You can set these in Customizing depending on the transaction type:

·         No determination

o    In this case, enter the organizational data (for example, sales area) manually in the transaction. In this case create the organizational data profile in Customizing, in which no determination rules have been entered.  This organizational data profile is assigned to the required transaction type.

·         Automatic determination

o    The system determines organizational data using the data available in the transaction, for example, the business partner number, region, product, or using the user assignments for the organizational unit (using the position). You have created a determination rule in Customizing for each determination path with the corresponding rule type. 

o    Define one or two determination rules in the organizational data profile for evaluating the organizational data profile of a transaction.   Assign the organizational data profile to a transaction type.

There are two determination paths provided in the CRM system that have been characterized for the two rule types:

·         Rule type Responsibilities

·         Rule type Organizational Model

The responsibilities rule type can be used if you –

·         want to determine organizational data for individual responsibilities

·         have not created an organizational model but want to create one

·         have a lot of organizational units and must only assign a few attributes

Use rule resolution using organizational model if you –

·         have created an organizational model or have distributed a plan to SAP CRM and also want to use this for determining organizational data

·         assign a lot of attributes to the organizational units and these are to be evaluated

3        Detailed Configuration Procedure

 

3.1 Define/Assign Sales and Distribution Organizational Entities

The ECC System is closely linked to the CRM System. The two systems have to be synchronized in some configuration areas, such as the organizational model.

Decide which sales areas you need to have in the CRM System, and check them in the ECC System.

A sales area consists of:

·         a sales organization

·         distribution channels

·         divisions

The sales areas and related data are downloaded from ECC to CRM.

Maintain Organizational Data for Sales and Service Scenarios

You can specify whether or not you work with divisions in the CRM system.If you use CRM together with an ECC System, you must always maintain a dummy division in ECC, in order that you can exchange data (master data and documents) between systems, if you are not using a header division in CRM.

If you use a header division in CRM you do not need to use a dummy division for data transfer between the ECC and CRM Systems.

Procedure

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

Transaction code	SPRO
SAP CRM IMG menu	CRM  Master Data  Organizational Management  Division Settings à Define Use of Division and Dummy Division

2.     Set the indicator Division not active if you want to work without a division.

3.     Select the indicator Header division if you wish to use divisions at header level in business transactions in CRM Enterprise.

4.     Enter a dummy division if you have set the indicator Division not active. The division that you enter here must be available in the corresponding ECC system.

Define Divisions

In this step, you can define divisions for CRM in addition to those copied from the ECC System. You normally have to maintain divisions manually only if you use a CRM standalone system, i.e. no ECC integration is implemented. Otherwise the divisions have been copied automatically from ECC into CRM via the initial data replication.

Procedure

1.     Access the activity using the following navigation options:

Transaction code	SPRO
SAP CRM IMG menu	CRM  Master Data  Organizational Management  Division Settings à Define Divisions

2.     Choose New Entries.

3.     Enter the ID and description of your central ECC division in case the division has not been replicated from the ECC.

4.     You can enter additional divisions

5.     Save your entries.

Define Distribution Channels

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	CRM  Master Data  Organizational Management  Organizational Data for Sales Scenarios à Define Distribution Channels

2.     Choose New Entries.

3.     Enter 1 – 3 distribution channels with ID and description according to the distribution channels in your ECC system.

4.     Save your entries.

Define Combination of Distribution Channel and Division

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 one of the following navigation options:

Transaction code	SPRO
SAP CRM IMG menu	CRM  Master Data  Organizational Management  Organizational Data for Sales Scenarios à Define Combination of Distribution Channel and Division

2.     Choose New Entries.

3.     Enter possible combinations of distribution channels and divisions according to your sales areas in the ECC system and your settings in the preceding activities.

4.     Save your entries.

3.2 Define/Assign Service Organizational Entities

Creating an Organizational Model (SAP CRM)

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

Procedure

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

Transaction code	PPOCA_CRM
SAP CRM IMG menu	Customer Relationship Management ® Master Data ® Organizational Management ® Organizational Model ® Maintain Organizational Model

2.     Confirm the date proposed by the system or enter your own validation dates.

3.     Choose Continue.

4.     A root organizational unit is automatically created.

5.     Maintain the following values for this organizational unit:

Field name	Value
Basic data
Organization Unit (ID)	BP_COMP
Organization Unit (Description)	Company BP for CRM
Address
House No/Street	Enter values
Location	Enter values
Postal Code	Enter values
Country	<Country>
Attributes
Country	<Country>

6.     Save your data. An ID will be automatically created for the root organization.

Create Organizational Unit

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

Transaction code	PPOMA_CRM
SAP CRM menu	Master Data  Organizational Model  Maintain Organizational Model

2.     Run the following steps to create the following organizational structure as an example to work with:

3.     In the screen area Assignment Plan (CRM), select the root organizational unit Company BP for CRM. This object has already been created is the preceding section.

4.     Mark the organizational unit and click the right mouse button and choose Create.

5.     Mark the option Is line supervisor of Organizational unit, then choose Transfer.

6.     On the tab Basic Data you have to enter the Code and a Description for the organizational unit (see screenshot above).

7.     On the Address tab, enter an address for the organizational unit. You have to enter at least City, Postal Code and Country.

8.     Save your entries.

This way the organizational units for marketing, sales and service scenarios have been created.

Organizational Units Assignment

Creating a Billing Unit

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.

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

Transaction code	BP
SAP CRM menu	Master Data ® Business Partner ® Maintain Business Partner

2.     Choose Create Organization.

3.     In field Create in Role select the entry Billing Unit using the input help.

4.     On the confirmation screen choose Create.

5.     Choose Grouping Y4.

6.     Enter a name (for example BP Billing Unit).

7.     On tab page Address enter a Country (for example DE).

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

This way a billing organization unit has been created.

Assigning Billing Unit to Service and Sales Organization

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

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 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.     Save your entries.

This way a billing unit has been assigned to each service and sales organization being necessary.

Assigning Company Code to Billing Unit

The purpose of this activity is to define which company code is determined from the respective billing unit. This applies to sales transactions and service transactions in CRM Online that are invoiced via CRM Online, and posted as billing documents in SAP ECC Financial Accounting (FI).

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 Company Codes to Billing Units

2.     Choose New Entries and select the following values (using the input help):

Field Name	Field Entry
Bill. Unit	<ID of BP Billing Unit>
CoCode	<your company code> (e.g., BP01)

3.     Save your entries.

 

Assigning Business Area to Service and Sales Organization

In this activity you define which business areas are determined from which service organization, sales organization, distribution channel, and division combinations. This applies to CRM service transactions that are invoiced via CRM Online and posted as invoices in ERP FI.

The input help for business areas offers the business areas in the R/3 system that is assigned to the CRM Online application. If you have the SAP system number displayed bottom right in your SAP window you see the number of the SAP system there when you use the input help for business areas.

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 Business Areas to Service/Sales Organizational Units

2.     Choose New Entries and enter the following data:

Field Name	Field Entry
ServiceOrg	<ID of BP_SRVC>
ServiceOrg	BP_SRVC
Sales Org.	<ID of BP_SALES>
SOrg.	BP_SALES
Dchan	<your distribution channel> (e.g., 01)
Division	*
Bus. Area	<your business area> (e.g., 0001)

3.     Save your entries.

This way a billing unit has been assigned to each service and sales organization being necessary.

3.3 Define / Assign Positions

 

Maintaining Positions for the Organizational Units

You assign positions to organizational units, in doing this, you also determine the tasks assigned to them. You can define a chief 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:

Transaction code	PPOMA_CRM
SAP CRM menu	Master Data  Organizational Model  Maintain Organizational Model

2.     In the screen area Assignment Plan (CRM), select the organizational unit, which you want to assign the position, for example BP Telesales.

3.     Mark the organization unit and click the right mouse button and choose Create.

4.     Mark the option Incorporates Position, then choose Transfer.

5.     On the tab Basic Data you have to enter the Code and a Description for the position, e.g. POS_TSA_MGT- Manager Telesales. Set the check box edad HheHead of own organization unit for all managers.

6.     On the Areas tab, you can assign the territory ID.     

7.     Choose the tab Function and select your scenario, e.g. Sales or Service. Here you can select and assign, for example, the appropriate sales and service organization.

8.     Choose the tab Attributes. You will see the inherited Attributes from the organization unit.

9.     Choose the button Check for the Consistency. The light becomes green. In other cases, choose Display search results for details.

10.  Save your entries.

 

Maintain Holder for Positions

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

Creating System Users

If not already done you need to create a system user for each employee (e.g., an Interaction Center Agent) in the CRM system first.
These system users can then be assigned to the relevant organizational unit positions.

Procedure

To create a new system user, choose one of the following navigation options

Transaction code	SU01
SAP CRM menu	Architecture and Technology à System Administration à Administration à User Maintenance à Users

1.     In the User field, enter the system user name of your agent.

2.     Choose Create (F8).

3.     Enter the following data:

Address tab page
Last name	<last name of user>
First name	<first name of user>
Function	<any description> (optional)
E-mail	<E-mail address> (optional)
Logon data tab page
Initial password	<your initial password>
Repeat password	<your initial password>
User type	Dialog
Profiles tab page
Profile	Depending on your authorization concept; For testing purposes profiles SAP_ALL, SAP_NEW can be used.

4.     Save your entries.

Defining Number Ranges for Employees

Procedure

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

Transaction code	BUCF
SAP CRM IMG menu	CRM à Cross-Application Components à SAP Business Partner à Business Partner à Basic Settings à Number Ranges and Groupings à Define Number Ranges

2.     Choose Change Intervals.

3.     Choose Insert Interval.

4.     Enter the following values:

Number range	From number	To number	External
Y7	0000010000	0000099999	X

5.     Save your entries.

Defining Grouping for Employees

You want to create employees or competitors 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	CRM à Cross-Application Components à SAP Business Partner à Business Partner à Basic Settings à Number Ranges and Groupings à Define Groupings and Assign Number Ranges

2.     Choose New Entries.

3.     Enter values

4.     Save your entries.