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SAP CRM guide for aspiring consultants - Do It Yourself: Create and Maintain Organizational Model in SAP CRM
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SAP CRM guide for aspiring consultants - Do It Yourself

Aim to share my experience and knowledge on SAP CRM with aspiring consultant, the topics mentioned in the blog are created with one objective
detailed and structured configuration steps with business background on SAP CRM 7.0

Wednesday, March 21, 2012

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 preexisting 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

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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
SAP CRM IMG menu

SPRO
CRM Master Data Organizational Management
Division Settings 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
SAP CRM IMG menu

SPRO
CRM Master Data Organizational Management
Division Settings Define Divisions

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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
SAP CRM IMG menu

SPRO
CRM Master Data Organizational Management
Organizational Data for Sales Scenarios 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
SAP CRM IMG menu

SPRO
CRM Master Data Organizational Management
Organizational Data for Sales Scenarios 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
SAP CRM IMG menu

PPOCA_CRM
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
Basic data
Organization Unit (ID)
Organization Unit (Description)
Address
House No/Street
Location
Postal Code
Country
Attributes
Country

Value
BP_COMP
Company BP for CRM
Enter values
Enter values
Enter values
<Country>
<Country>

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

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Create Organizational Unit
1. Access the activity using one of the following navigation options:
Transaction code
SAP CRM menu

PPOMA_CRM
Master Data Organizational Model
Organizational Model

Maintain

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
SAP CRM menu

BP
Master Data Business Partner Maintain Business
Partner

2. Choose Create Organization.


3.
4.
5.
6.
7.
8.

In field Create in Role select the entry Billing Unit using the input help.
On the confirmation screen choose Create.
Choose Grouping Y4.
Enter a name (for example BP Billing Unit).
On tab page Address enter a Country (for example DE).
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
SAP CRM IMG menu

SPRO
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
ServiceOrg
ServiceOrg
Sales Org.
SOrg.
Bill. Unit

Field Entry
<ID of BP_SRVC>
BP_SERVICE
<ID of BP_SALES>
BP_SALES
<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:

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Transaction code
SAP CRM IMG menu

SPRO
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
Bill. Unit
CoCode

Field Entry
<ID of BP Billing Unit>
<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
SAP CRM IMG menu

SPRO
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
ServiceOrg
ServiceOrg
Sales Org.

Field Entry
<ID of BP_SRVC>
BP_SRVC
<ID of BP_SALES>

SOrg.
Dchan
Division
Bus. Area

BP_SALES
<your distribution channel> (e.g., 01)
*
<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
SAP CRM menu

PPOMA_CRM
Master Data Organizational Model
Organizational Model

Maintain

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 Head 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
SAP CRM menu

SU01
Architecture and Technology System Administration
Administration User Maintenance Users

1. In the User field, enter the system user name of your agent.
2. Choose Create (F8).
3. Enter the following data:

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Address tab page
Last name
First name
Function
E-mail
Logon data tab page
Initial password
Repeat password
User type
Profiles tab page
Profile

<last name of user>


<first name of user>
<any description> (optional)
<E-mail address> (optional)
<your initial password>
<your initial password>
Dialog
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
SAP CRM IMG menu

BUCF
CRM 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:
Number range
Y7

From number
0000010000

To number
0000099999

External
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
SAP CRM IMG menu

SPRO
CRM 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 values
4. Save your entries.

Posted by D Saurav at 11:06 AM

Recommend this on Google

4 comments:
Himabindu Alagonda December 3, 2012 at 10:26 PM
Hi Saurav,
Could you please explain how to create BP Roles and BP Role Groupings and also to maintain the relationships. I couldn't find in this post.
Thanks in advance,
Hima
Reply

sudhayadav June 3, 2013 at 7:47 PM


Dear sir Ji,
Its an excellent material for Freshers as well experience Persons. Can you send me the service related data.
I am requesting you to please share me .
Kind Regards
Sudha

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SAP CRM guide for aspiring consultants - Do It Yourself: Create and Maintain Organizational Model in SAP CRM
Reply

SAP Mobility April 1, 2014 at 9:15 AM


There are various online sources to provide you informative details on this topic, but this is one is very helpful.
Sap CRM
Reply

Sharad Avhad June 12, 2014 at 7:05 PM


Very Informative. Thank You
Reply

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