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SAP CRM 7.

0 EHP1 December 2011 English

CRM Service Billing with ERP Integration (C3M)


'(il$ing 'loc) Con%ig(ration G(i$e

SAP AG Dietmar-Ho -Allee 1! !"1"0 #all$or% German&

SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

Copyright
0 2011 SAP AG. All rights reser*e$. 1o art o% this (blication ma& be re ro$(ce$ or transmitte$ in an& %orm or %or an& (r ose +itho(t the e2 ress ermission o% SAP AG. 3he in%ormation containe$ herein ma& be change$ +itho(t rior notice. Some so%t+are ro$(cts mar)ete$ b& SAP AG an$ its $istrib(tors contain ro rietar& so%t+are com onents o% other so%t+are *en$ors. Microso%t4 #in$o+s4 E2cel4 5(tloo)4 an$ Po+erPoint are registere$ tra$emar)s o% Microso%t Cor oration. ,'M4 D'24 D'2 6ni*ersal Database4 S&stem i4 S&stem i74 S&stem 4 S&stem 74 S&stem 24 S&stem 84 S&stem 8104 S&stem 8"4 8104 8"4 iSeries4 Series4 2Series4 8Series4 eSer*er4 89:M4 895S4 i795S4 S9."04 5S9."04 5S9;004 AS9;004 S9."0 Parallel Enter rise Ser*er4 Po+er:M4 Po+er Architect(re4 P5#ER!<4 P5#ER!4 P5#ER7<4 P5#ER74 P5#ER4 5 enPo+er4 Po+erPC4 'atchPi es4 'la$eCenter4 S&stem Storage4 GP=S4 HACMP4 RE3A,14 D'2 Connect4 RAC=4 Re$boo)s4 5S924 Parallel S&s le24 M:S9ESA4 A,>4 ,ntelligent Miner4 #ebS here4 1et%init&4 3i*oli an$ ,n%ormi2 are tra$emar)s or registere$ tra$emar)s o% ,'M Cor oration. ?in(2 is the registere$ tra$emar) o% ?in(s 3or*al$s in the 6.S. an$ other co(ntries. A$obe4 the A$obe logo4 Acrobat4 PostScri t4 an$ Rea$er are either tra$emar)s or registere$ tra$emar)s o% A$obe S&stems ,ncor orate$ in the 6nite$ States an$9or other co(ntries. 5racle is a registere$ tra$emar) o% 5racle Cor oration. 61,>4 >95 en4 5S=914 an$ Moti% are registere$ tra$emar)s o% the 5 en Gro( . Citri24 ,CA4 Program 1eighborhoo$4 Meta=rame4 #in=rame4 :i$eo=rame4 an$ M(lti#in are tra$emar)s or registere$ tra$emar)s o% Citri2 S&stems4 ,nc. H3M?4 >M?4 >H3M? an$ #.C are tra$emar)s or registere$ tra$emar)s o% #.C@4 #orl$ #i$e #eb Consorti(m4 Massach(setts ,nstit(te o% 3echnolog&. Aa*a is a registere$ tra$emar) o% S(n Micros&stems4 ,nc. Aa*aScri t is a registere$ tra$emar) o% S(n Micros&stems4 ,nc.4 (se$ (n$er license %or technolog& in*ente$ an$ im lemente$ b& 1etsca e. SAP4 R9.4 SAP 1et#ea*er4 D(et4 PartnerE$ge4 '&Design4 SAP '(siness5bBects E2 lorer4 Stream#or)4 an$ other SAP ro$(cts an$ ser*ices mentione$ herein as +ell as their res ecti*e logos are tra$emar)s or registere$ tra$emar)s o% SAP AG in German& an$ other co(ntries. '(siness 5bBects an$ the '(siness 5bBects logo4 '(siness5bBects4 Cr&stal Re orts4 Cr&stal Decisions4 #eb ,ntelligence4 >celsi(s4 an$ other '(siness 5bBects ro$(cts an$ ser*ices mentione$ herein as +ell as their res ecti*e logos are tra$emar)s or registere$ tra$emar)s o% '(siness 5bBects So%t+are ?t$. '(siness 5bBects is an SAP com an&. S&base an$ A$a ti*e Ser*er4 iAn&+here4 S&base .!74 SC? An&+here4 an$ other S&base ro$(cts an$ ser*ices mentione$ herein as +ell as their res ecti*e logos are tra$emar)s or registere$ tra$emar)s o% S&base4 ,nc. S&base is an SAP com an&. All other ro$(ct an$ ser*ice names mentione$ are the tra$emar)s o% their res ecti*e com anies. Data containe$ in this $oc(ment ser*es in%ormational (r oses onl&. 1ational ro$(ct s eci%ications ma& *ar&. 3hese materials are s(bBect to change +itho(t notice. 3hese materials are ro*i$e$ b& SAP AG an$ its a%%iliate$ com anies -DSAP Gro( D/ %or in%ormational (r oses onl&4 +itho(t re resentation or +arrant& o% an& )in$4 an$ SAP Gro( shall not be liable %or errors or omissions +ith res ect to the materials. 3he onl& +arranties %or SAP Gro( ro$(cts an$ ser*ices are those that are set %orth in the e2 ress +arrant& statements accom an&ing s(ch ro$(cts an$ ser*ices4 i% an&. 1othing herein sho(l$ be constr(e$ as constit(ting an a$$itional +arrant&.

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

Icons
Icon Meaning Ca(tion E2am le 1ote Recommen$ation S&nta2

Typographic Conventions
Type Style Example text Description #or$s or characters that a ear on the screen. 3hese incl($e %iel$ names4 screen titles4 (shb(ttons as +ell as men( names4 aths an$ o tions. Cross-re%erences to other $oc(mentation. Example text E>AMP?E 3E>3 Em hasi8e$ +or$s or hrases in bo$& te2t4 titles o% gra hics an$ tables. 1ames o% elements in the s&stem. 3hese incl($e re ort names4 rogram names4 transaction co$es4 table names4 an$ in$i*i$(al )e& +or$s o% a rogramming lang(age4 +hen s(rro(n$e$ b& bo$& te2t4 %or e2am le4 SE?EC3 an$ ,1C?6DE. Screen o(t (t. 3his incl($es %ile an$ $irector& names an$ their aths4 messages4 so(rce co$e4 names o% *ariables an$ arameters as +ell as names o% installation4 ( gra$e an$ $atabase tools. Ee&s on the )e&boar$4 %or e2am le4 %(nction )e&s -s(ch as F2/ or the ENTER )e&. E2act (ser entr&. 3hese are +or$s or characters that &o( enter in the s&stem e2actl& as the& a ear in the $oc(mentation. :ariable (ser entr&. Pointe$ brac)ets in$icate that &o( re lace these +or$s an$ characters +ith a ro riate entries.

Example text

EXAMPLE TEXT Example text <Example text>

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

Contents
1 P(r ose............................................................................................................................. 7 2 Pre aration........................................................................................................................ 7 .2.1 PrereF(isites.............................................................................................................. 7 . Con%ig(ration..................................................................................................................... 7 ...1 Ser*ice Process 3ime Sheet ,ntegration....................................................................7 ..1.1 Re licating Ser*ice Characteristics Rele*ant to Controlling.................................7 ..1.2 Assigning Plant an$ Storage ?ocation to Ser*ice 5rgani8ational 6nits................! ..1.. Assigning Data Entr& Pro%ile -SAP ERP/..............................................................! ..1.; Maintaining Acti*it& 3& e Deri*ation -SAP ERP/..................................................7 ..1.7 Generating #or) Sche$(les -SAP ERP/..............................................................G ...2 Ser*ice Process Controlling ,ntegration....................................................................." ..2.1 Chec)ing 5r$er 3& e %or ,nternal 5r$er -SAP ERP/............................................" ..2.2 Chec)ing Res(lts Anal&sis Ee& -SAP ERP/.......................................................10 ..2.. Maintaining Controlling Scenario -SAP ERP/.....................................................10 ..2.; Establishing Controlling 3& e4 ?e*el4 an$ Scenarios -SAP ERP/.......................11 ..2.7 De%ining Acco(nting ,n$icator -SAP ERP/..........................................................1. ..2.! Maintaining Prices %or Acti*it& 3& e -SAP ERP/.................................................1. ..2.7 Chec)ing Ser*ice 5r$er Re lication into SAP ERP...........................................1; .... Ser*ice Process 'illing ,ntegration...........................................................................1; ....1 Maintaining C(stomer Master Data -SAP ERP/.................................................17 ....2 De%ining Sales Doc(ment 3& es -SAP ERP/.....................................................17 ..... Assigning ,tem Categories -SAP ERP/...............................................................1G ....; Ma ing 3ransaction 3& es an$ ,tem Categories -SAP ERP/...........................1" ....7 Assigning Sales Area to Sales Doc(ment 3& es -SAP ERP/.............................21 ....! Maintaining Co & Control %or 'illing Doc(ments -SAP ERP/..............................22 ....7 Setting 6 ?ogistics Scenario %or Material #ith$ra+al -SAP ERP/....................2.

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

CRM Service Billing with ERP Integration: Con ig!ration "!i#e


$ P!rpose
3his con%ig(ration g(i$e ro*i$es the in%ormation &o( nee$ to set ( the con%ig(ration o% this b(il$ing bloc) man(all&.

Please %e aware that the content o this g!i#e is %ase# on S&P CRM '() E*P$ with SPS)+(

Preparation

(,($ Prere-!isites
3he b(il$ing bloc) CRM Service Billing with ERP Integration contains the necessar& ste s %or the con%ig(ration o% the billing rocess as art o% the Service Order Management scenario +ith the %illing er%orme$ in an ERP bac)-en$ s&stem.

Con ig!ration

(3($ Service Process Ti.e Sheet Integration 3($($ Replicating Service Characteristics Relevant to Controlling /se
3he (r ose o% this acti*it& is to re licate the characteristics o% ser*ice rocesses -contracts4 or$ers an$ con%irmations/ that &o( +ant to (se %or Controlling in the ERP s&stem.

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P CRM IM" .en! CRM_SERVICE_CO_CHAR Customer Relationship Management Transactions Settings for Service Transactions Integration Replicate Service Characteristics Relevant to Controlling

2. Select the R=C $estination o% &o(r re lication target s&stem -ERP s&stem/. .. Mar) the %ollo+ing obBects to be re licate$H 3ransaction 3& es ,tem Categories 5rgani8ational 6nits Ser*ice 3& es :al(ation 3& es Pro$(ct Categories

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SAP Best Practices ;. Choose Execute.

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

Res!lt
3he characteristics o% ser*ice rocesses -contracts4 or$ers an$ con%irmations/ that &o( +ant to (se %or Controlling in the ERP s&stem ha*e been re licate$.

3($(, &ssigning Plant an# Storage 0ocation to Service 1rgani2ational /nits /se
,n this acti*it& &o( $e%ine +hich lant an$ +hich storage location o% this lant is assigne$ a combination o% ser*ice organi8ation4 ser*ice team an$ ser*ice em lo&ee. 3he assignment a lies to ser*ice rocesses in SAP CRM an$ is (se$ to $etermine the correct lant an$ storage location +hen +ith$ra+ing or reser*ing s are art items.

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P CRM IM" .en! SPRO Customer Relationship Management Master ata Organi!ational Management Cross"S#stem $ssignment of Organi!ational %nits $ssign Plant and Storage &ocation to Service Organi!ational %nits

2. Choose 'ew Entries .. Maintain the *al(es as sho+n in the %ollo+ing tablesH 3iel# na.e Ser*ice 5rgani8ation Ser*ice 3eam Ser*ice Em lo&ee Plant Stor. ?oc. /ser action an# val!es 'PISER:,CE J J K&o(r lantL -e.g.4 1000/ K&o(r storage locationL -e.g.4 10;0/

;. Choose Save an$ select a c(stomi8ing reF(est i% necessar&. 7. Choose Bac(.

3($(3 &ssigning Data Entry Pro ile (S&P ERP) /se


,n this acti*it&4 &o( state the $ata entr& ro%ile +hich sho(l$ be (se$ %or the trans%er o% con%irmation items %rom the CRM s&stem to the time sheet in the ERP s&stem.

Prere-!isites
A s(itable $ata entr& ro%ile has been $e%ine$ in the ,MG (n$erH Cross"$pplication Components Time Sheet Settings for $ll %ser Interfaces Time

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SAP Best Practices Recording Set %p $oc(mentation/.

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e ata Entr# Profiles -(se the lin)s o%%ere$ in the ,MG acti*it&

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Integration with Other m#S$P)com Components Customer Relationship Management Settings for Service Processing Time Sheet Integration $ssign ata Entr# Profile

2. Choose 'ew Entries. .. Select &o(r in$i*i$(al ro%ile *BCS (sing the in (t hel . E4a.ple: ,% the ERP s&stem has been set ( (sing ac)age S$P Best Practices for Baseline E4 &o( can (se $ata entr& ro%ile *BCS. ;. Sa*e &o(r entr& an$ select a c(stomi8ing reF(est i% reF(ire$.

Res!lt
Mo(r $ata entr& ro%ile has been assigne$.

3($(5 Maintaining &ctivity Type Derivation (S&P ERP) /se


,n this ,MG acti*it& &o( $e%ine the atten$ance t& es4 absence t& es an$ acti*it& t& es %or a combination o% item categor&4 ser*ice t& e an$ *al(ation t& e in the con%irmation4 +hich sho(l$ be (se$ +hen trans%erring con%irmation items %rom the CRM s&stem to the time sheet in the ERP s&stem.

Prere-!isites
A s(itable acti*it& t& e has been $e%ine$ in the ,MG (n$erH Controlling Cost Center $ccounting Master ata $ctivit# T#pes Create $ctivit# T#pes.

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Integration with Other m#S$P)com Components Customer Relationship Management Settings for Service Processing Time Sheet Integration efine erivation of $ttendance T#pe+ $ctivit# T#pe and Cost Element

2. Choose 'ew Entries. .. Enter the %ollo+ing $ataH

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

Ite. Cat( MSRP

Service Type

6al!ation Type

PS" 0

&7& Type

Controlling &rea

&ctivity Type Krele*ant acti*it& t& eL Krele*ant acti*it& t& eL

Cost Ele.ent

MS:P

'e s(re that n(mber range obBects for C$TS have ,een maintainedH =rom the S$P Eas# $ccess men(4 choose Tools $B$P -or(,ench evelopment Other Tools 'um,er Ranges -transaction co$e SNRO/. E4a.ple: ,% the ERP s&stem has been set ( (sing ac)age S$P Best Practices for Baseline E4 &o( can (se acti*it& t& e ./. 0Service Standard14 +hich has been $e%ine$ %or controlling area .///. ;. Sa*e &o(r entr& an$ select a c(stomi8ing reF(est i% reF(ire$.

3($(+ "enerating 8or9 Sche#!les (S&P ERP) /se


#ith this acti*it& &o( generate +or) sche$(les %or +or) sche$(le r(le 'ORM.

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Time Management -or( Schedules -or( Schedule Rules and -or( Schedules 2enerate -or( Schedules Manuall#

2. Enter the %ollo+ing $ata -(sing the in (t hel /H 3iel# na.e -or( schedule for Em lo&ee s(bgro( gro( ing Holi$a& Calen$ar Personnel s(barea gro( ing #or) sche$(le r(le Period Calen$ar month %rom -MMMMMM/ to -MMMMMM/ ispla# Calen$ar .. Choose Create all an$ select a c(stomi8ing reF(est i% necessar&. Kc(rrent monthLKc(rrent &earL -e.g.4 07200"/ 12Kc(rrent &earL -e.g.4 12200"/ 2 0G 01 15RM /ser action an# val!es

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SAP Best Practices

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(3(, Service Process Controlling Integration /se


3he (r ose o% this section is to $escribe the necessar& settings %or the controlling integration. =or controlling integration to %(nction4 &o( m(st $e%ine the controlling scenario in the ERP s&stem an$ assign this to a combination o% ser*ice characteristics.

3(,($ Chec9ing 1r#er Type or Internal 1r#er (S&P ERP) /se


3he (r ose o% this acti*it& is to ha*e an or$er t& e %or the internal or$er nee$e$. 3he 5r$er 3& e is the Ee& SAP C5 C(stomi8ing %or CRM ,ntegration. I the or#er type SAPS alrea#y e4ists: yo! can s9ip this section(

Prere-!isites
,% or$er t& e S$PS nee$s to be create$4 an accor$ing n(mber range nee$s to be create$ %or the ne+ or$er t& e be%ore r(nning this transaction. Do not change the 3erm S$PS4 rogram logic is $e en$ing on this setting.

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! KOT2_FUNCAREA Controlling Internal Orders Order Master ata efine Order T#pes

2. Chec) i% or$er t& e S$PS 3CRM Service alrea$& e2ists -choose Position4/. ,% not4 choose 'ew Entries. .. ,n the $ialog bo2 select or$er categor& /. -,nternal 5r$er -Controlling// ;. Enter the %ollo+ing *al(esH 5r$er 3& e 5r$er categor& 1(mber range inter*al 2eneral parameters Settlement ro%. 5bBect class Control indicators C5 Partner 6 $ate Re*en(e ostings Semi-acti*e > "0 -1ot %or Settlement/ Pro$(ction SAPS ,nternal 5r$er -Controlling/ 700000 N 7""""" CRM Ser*ice

Collecti*e or$er +itho(t a(tomatic goo$s mo*ement

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

$rchiving Resi$ence 3ime 1 Resi$ence 3ime 2 Status management Release imme$iatel& 7. Sa*e &o(r entries. > . -Months/ 2; -Months/

Res!lt
A ne+ or$er t& e %or internal or$ers S$PS has been create$.

3(,(, Chec9ing Res!lts &nalysis ;ey (S&P ERP) /se


3he res(lts anal&sis )e& is a control arameter o% res(lts anal&sis. ,t $etermines i% a res(lts anal&sis can be er%orme$ on the %ollo+ing obBectsH Sales $oc(ment item4 #'SIelement4 an$ internal or$er. 3o er%orm a res(lts anal&sis4 &o( enter the res(lts anal&sis in the master recor$ o% the obBect. 3he (r ose o% this acti*it& is to create a corres on$ing anal&sis )e&. I the analysis 9ey YSERV alrea#y e4ists: yo! can s9ip this section(

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! OKG1 Controlling Product Cost Controlling Cost O,5ect Controlling Product Cost ,# Sales Order Period"End Closing Results $nal#sis Create Results $nal#sis 6e#s

2. Chec) i% anal&sis )e& *SER7 alrea$& e2ists. ,% not4 choose 'ew Entries) .. Maintain the %ollo+ing $ata recor$H R& ;ey MSER: ;. Sa*e &o(r entries. 7. Select a c(stomi8ing reF(est i% necessar&. Te4t SPH RA %or Reso(rce-relate$ 'illing

Res!lt
A corres on$ing anal&sis )e& has been create$.

3(,(3 Maintaining Controlling Scenario (S&P ERP) /se


3he (r ose o% this acti*it& is to create a controlling scenario in the ERP bac)-en$ s&stem.

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Integration with Other m#S$P)com Components Customer Relationship Management Settings for Service Processing Controlling Integration Settings for Single"O,5ect Controlling Create $nd Change Controlling Scenario

2. Choose 'ew Entries) .. Enter the %ollo+ing *al(esH 3iel# na.e Controlling Scenario Period"End Closing Costing Sheet 5*erhea$ )e& Res(lts Anal&sis Ee& Settlement ro%ile A$$. Settlement R(le $ssignments 5bBect Class Period"End Closing Strateg& SeF. Acco(nt Ass. 6sage ;. Sa*e &o(r entries. 7. Select a c(stomi8ing reF(est i% necessar&. SAP027 Pro%itabilit& segment -100O4 =6?/ $ccount $ssignment Transferred Assignment an$ Settlement R(le Pro$(ction Controlling for Internal Orders A00000 SAP1 MSER: CEPH01 Stan$ar$ Stan$ar$ 5*erhea$ Ee&1 SPH RA %or Reso(rce-relate$ 'illing Stan$ar$ ro%ile cost obBect /ser action an# val!es M1 <ote 'P Ser*ice Process Scenario

Controlling for Internal Orders and PS Pro5ects

Res!lt
A ne+ controlling scenario has been $e%ine$ in the ERP bac)-en$ s&stem.

3(,(5 Esta%lishing Controlling Type: 0evel: an# Scenarios (S&P ERP) /se
3he (r ose o% this acti*it& is to s eci%& the controlling t& e an$ controlling le*el %or combination consisting o% a transaction t& e an$ the res onsible ser*ice organi8ation %or a s eci%ic *ali$it& erio$ in &o(r ERP bac)-en$ s&stem.

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Integration with other m#S$P)com Components Customer Relationship Management Settings for Service Processing Controlling Integration Esta,lish Controlling T#pe+ Controlling &evel+ and Controlling Scenarios

2. Highlight the e2isting entr& %or Mass"O,5ect Controlling an$ choose Cop# $s4 .. Enter the %ollo+ing *al(esH 3iel# na.e :ali$-=rom Date :ali$-=rom 3ime ?ea$ing '3 3& e CRM 3rans. 3& e Ser*ice 5rgani8ation Res . 5rg. 6nit Controlling 3& e Controlling ?e*el Re%erence 6sage :ali$-3o Date :ali$-3o 3ime ;. Choose Enter. 7. Con%irm the s&stem message +ith Enter. /ser action an# val!es Kto$a& < 1$a&L 00H00H00 J J J J Single-5bBect Controlling ,tem Co & .1.12."""" 2.H7"H7"

#ith this acti*it& the 7alid"To ate o% the entr& +ith Mass"O,5ect Controlling as controlling t& e is set to <to a!> -+ith 7alid"To Time 2"#$%#$%/. Scroll ( to chec). !. Highlight the ne+ entr& an$ $o(ble-clic) on %ol$er Controlling Scenario) 7. ,n col(mn Controlling Scenario enter &1 0BP Service Process Scenario1 '()*+ t,e )*p't ,elpG. Choose Back". Choose Save10. Select a c(stomi8ing reF(est i% necessar&. 11. Choose Bac(.

Res!lt
3he reF(ire$ controlling t& e an$ controlling le*el ha*e been s eci%ie$.

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SAP Best Practices

CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

3(,(+ De ining &cco!nting In#icator (S&P ERP) /se


Mo( onl& nee$ to carr& o(t this ,MG acti*it& i% &o( are (sing the controlling t& e single"o,5ect controlling. 3hen &o( can $e%ine the ossible acco(nting in$icators here. Mo( assign the acco(nting in$icator later to the CRM ser*ice or$er or to the CRM ser*ice con%irmation. ,t is (se$ in all act(al cost ostings to $i%%erentiate the origin.

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Integration with other m#S$P)com Components Customer Relationship Management Settings for Service Processing Controlling Integration Settings for Single" O,5ect Controlling Settings for %se of $ccounting Indicators efine $ccounting Indicator

2. Choose 'ew Entries an$ enter the %ollo+ing $ataH 3iel# na.e A,n$ Acco(nting in$icator $esc .. Sa*e &o(r entries. ;. Select a c(stomi8ing reF(est i% necessar&. /ser action an# val!es G1 S ecial caseH 70O

3(,(= Maintaining Prices or &ctivity Type (S&P ERP) /se


#ith this acti*it&4 rices +ere $e%ine$ %or ERP acti*it& t& e Service Standard.

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH S&P ERP transaction co#e KP2.

2. ,n the $ialog bo2 enter Controlling $rea ./// i% necessar&. .. 5n the initial screen enter the %ollo+ing selection criteriaH 3iel# na.e 7aria,les :ersion =rom Perio$ 3o Perio$ =iscal &ear Cost Center Acti*it& 3& e 0 001 012 Kthis &earL 1"01 -C(stomer Ser*ice/ 101 -Ser*ice Stan$ar$/ /ser action an# val!es

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3iel# na.e Entr# =orm-'ase$

/ser action an# val!es >

;. Choose b(tton Overview Screen 0891. 7. ,n the ro+ %or acti*it& t& e 101 a$$ the %ollo+ing e2am le $ataH 3iel# na.e Plan Acti*it& Ca acit& Price -=i2e$/ :ariable rice !. Choose Save. 17400 /ser action an# val!es

Res!lt
Some e2am le rice $ata has been $e%ine$ %or the combination o% cost center .:/. Customer Service an$ acti*it& t& e ./. Service Standard.

3(,(' Chec9ing Service 1r#er Replication into S&P ERP Proce#!re


1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO 8inancial $ccounting 0'ew1 8inancial $ccounting 2lo,al Settings 0'ew1 Tools Customer Enhancements Business Transaction Events

2. =rom the men( choose Settings P;S Modules 4of an S$P $pplication. .. Con%irm all in%ormation messages. ;. Maintain the %ollo+ing *al(es i% the *al(e $oes not e2istH Event 0070101; -Sales $oc(mentsH =inal chec)s ,,/ 7. Sa*e &o(r entries. !. Choose a c(stomi8ing reF(est i% necessar&. Ctr Kem t&L &ppl( 'C-M,D 3!nction Mo#!le CRSISA?ESIC5??EC3IDA3A

(3(3 Service Process Billing Integration Prere-!isites


A billing (nit has alrea$& been set ( -li)e $escribe$ in the con%ig(ration g(i$e o% b(il$ing bloc) C/. CRM Organi!ational Model/.

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3(3($ Maintaining C!sto.er Master Data (S&P ERP) /se


Mo( nee$ to maintain the a ro riate sales area $ata concerning &o(r c(stomers.

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP .en! V/02 &ogistics Sales and istri,ution Master ata Business Partners Customer Change Sales and istri,ution

2. Enter %ollo+ing *al(esH 3iel# na.e C(stomer Sales area Sales 5rgani8ation Distrib(tion Channel Di*ision .. Choose Continue 0Enter1. ;. Choose Sales $rea ata. 7. 5n tab age Shipping maintain the %ollo+ing $ata4 i% not re-%ille$ alrea$&H 3iel# na.e Shipping Deli*ering Plant !. 5n tab Billing 3iel# na.e 3erms o% a&ment 7. Sa*e &o(r entries. G. Re eat these ste s %or e*er& rele*ant c(stomers an$9or sales area. 1000 -#er) 1/ /ser action an# val!es K&o(r sales organi8ationL -hereH 1000/ K&o(r $istrib(tion channelL -hereH 10/ K&o(r $i*isionL -hereH 10/ /ser action an# val!es K&o(r c(stomer n(mberL -e.g.4 100000/

ocuments maintain the %ollo+ing $ata4 i% not re-%ille$ alrea$&H /ser action an# val!es 0001 -Pa& imme$iatel& +9o $e$(ction/

eliver# and pa#ment terms

3(3(, De ining Sales Doc!.ent Types (S&P ERP) /se


3he sales $oc(ment t& es re resent the $i%%erent b(siness transactions in Sales an$ er%orm a central controlling %(nction %or the entire sales or$er rocess. 3he $e%inition an$ con%ig(ration o% sales $oc(ment t& es can be $i*i$e$ into three artsH De%inition o% the sales $oc(ment t& es themsel*es -%or e2am le4 stan$ar$ or$er 5R/ De%inition o% a$$itional sales $oc(ment %(nctions -%or e2am le4 n(mber ranges/

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Con%ig(rations %or general sales an$ $istrib(tion %(nctions -%or e2am le4 ricing/

3he (r ose o% this acti*it& is to $e%ine the sales $oc(ment t& es.

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Sales and istri,ution Sales Sales ocuments Sales ocument <eader efine Sales ocument T#pes

2. ,n or$er to create a ne+ sales $oc(ment t& e %or cre$it memo4 highlight the stan$ar$ sales $oc(ment t& e 2=-T an$ choose Cop# $s4 .. Maintain the %ollo+ing *al(esH 3iel# na.e Sales Doc(ment 3& e Descri tion ;. Choose Enter) 7. Con%irm the in%ormation retrie*al concerning co &ing control rele*ance +ith *es. #hen creating ne+ $ata man(all&4 &o( nee$ to maintain relate$ translationsensiti*e $ata -$escri tions4 titles4 te2ts etc./ %or each reF(ire$ lang(age -e.g.4 E1 an$ DE/ in a$$ition. !. Highlight the ne+ sales $oc(ment t& e. 7. =rom the men( choose 2oto Translation an$ select the accor$ing lang(age-s/. G. Maintain the sales $oc(ment $escri tion in all other reF(ire$ lang(agesH 0ang!age German -DE/ S anish -ES/ =rench -=R/ Port(g(ese -P3/ R(ssian -R6/ Chinese -^H/ C8ech -CS/ D(tch -1?/ ,talian -,3/ Polish -P?/ 3(r)ish -3R/ Danish -DA/ =innish -=,/ Aa anese -AA/ 1or+egian -15/ S+e$ish -S:/ Description 'P G(tschri%tsan%. 'P 1ota $e crP$ito :ale(r $$e a*oir 'P 'P 1ota $e crP$ito QR STUVWXYZY[Y \ZW]Y 'P 'P Po_. na $obro is 'P Cre$itnota-aan*. 'P 1ota $i cre$ito 'P ^l. =a)t Eor Min 'P Alaca)De)ont(3l . 'P Ere$itnota 'P H&*.las)( &&nt` BP 'P Ere$itnota 'P 'egar. )re$itnota /ser action an# val!es MG2# 'P Cre$.Memo ReF.:al

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0ang!age Hebre+ -HE/ Eorean -E5/ H(ngarian -H6/ Romanian -R5/ ". Choose Cop# 0Enter1)

Description gehgi bcdef 'P 'P 'P Bj*klrks 'P Cre$it Memo

10. ,n or$er to create a ne+ sales $oc(ment t& e %or $ebit memo4 highlight the stan$ar$ sales $oc(ment t& e &=-T an$ choose Cop# $s4 11. Maintain the %ollo+ing *al(esH 3iel# na.e Sales Doc(ment 3& e Descri tion 12. Choose Enter) 1.. Con%irm the in%ormation retrie*al concerning co &ing control rele*ance +ith *es. #hen creating ne+ $ata man(all&4 &o( nee$ to maintain relate$ translationsensiti*e $ata -$escri tions4 titles4 te2ts etc./ %or each reF(ire$ lang(age -e.g.4 E1 an$ DE/ in a$$ition. 1;. Highlight the ne+ sales $oc(ment t& e. 17. =rom the men( choose 2oto Translation an$ select the accor$ing lang(age-s/. 1!. Maintain the sales $oc(ment $escri tion in all other reF(ire$ lang(agesH 0ang!age German -DE/ S anish -ES/ =rench -=R/ Port(g(ese -P3/ R(ssian -R6/ Chinese -^H/ C8ech -CS/ D(tch -1?/ ,talian -,3/ Polish -P?/ 3(r)ish -3R/ Danish -DA/ =innish -=,/ Aa anese -AA/ 1or+egian -15/ S+e$ish -S:/ Hebre+ -HE/ Description 'P ?astschri%tsan%. 'P :al.sol.nota $Pb. :ale(r $$e crP$it 'P 'P :al.sol.nota $Pb. QR VUmWXYZY[Y \ZW]Y 'P 'P Po_. na *r(bo is 'P Debetnota-aan*. 'P 1ota $i $ebito 'P ^l. =a)t Eor Pl(s 'P 'orn De)ont 3l . 'P Debetnota 'P :el.las)( &&nt` BP 'P Debetnota 'P 'egar. $ebetnota oegp bcdef 'P /ser action an# val!es M?2# 'P DebitMemo ReF.:al

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0ang!age Eorean -E5/ H(ngarian -H6/ Romanian -R5/ 17. Choose Continue 0Enter1)

Description 'P 'P terhelPs 'P Debit Memo

1G. Sa*e &o(r entries an$ select a c(stomi8ing reF(est i% necessar&.

Res!lt
1e+ sales $oc(ment t& e %or cre$it memo an$ $ebit memo ha*e been create$ in the ERP bac)en$ s&stem.

3(3(3 &ssigning Ite. Categories (S&P ERP) /se


3he (r ose o% this acti*it& is to s eci%& +hich item categories the s&stem ro oses $(ring $oc(ment rocessing %or each sales $oc(ment t& e an$ item categor& gro( . At the same time4 &o( can s eci%& a$$itional item categories +ith +hich the s&stem $e%a(lt can be o*er+ritten. 3here is a ma2im(m o% three ossible alternati*e item categories. ,%4 %or e2am le4 &o( enter a material +ith the item categor& gro( 15RM in a stan$ar$ or$er4 the SAP S&stem $etermines the allo+e$ item categor& *ia the assignment o% item categories to sales $oc(ment t& es an$ item categor& gro( s. 3he s&stem $e%a(lt an$ the allo+e$ alternati*es are al+a&s $etermine$ %rom the sales $oc(ment t& e an$ one or t+o %(rther criteria. 3he s&stem $e%a(lt $e en$s on the %ollo+ing criteriaH Sales $oc(ment t& e ,tem categor& gro( ,tem categor& o% the higher-le*el item ,tem categor& (sage

Proce#!re
1. Access the acti*it& (sing the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! 2. Choose 'ew Entries. .. Maintain the *al(es as sho+n in the %ollo+ing tablesH 3iel# na.e Sales Doc. 3& e ,tem cat. gro( ,tem categor& /ser action an# val!es MG2# ?E,S G2# SPRO Sales and istri,ution Sales Sales ocuments Sales ocument Item $ssign Item Categories

;. Sa*e &o(r entries4 select a c(stomi8ing reF(est i% necessar& an$ choose Bac(.

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7. Choose 'ew Entries. !. Maintain the *al(es as sho+n in the %ollo+ing tablesH 3iel# na.e Sales Doc. 3& e ,tem cat. gro( ,tem categor& 7. Choose Save an$ Bac(. G. ,% necessar& re eat these ste s %or all other rele*ant item categor& gro( s besi$e item categor& gro( &EIS -%or e2am le4 %or item categor& gro( YBC1 (se$ b& the sol(tion S$P Best Practices for Services Industries/. /ser action an# val!es M?2# ?E,S ?2#

Res!lt
,tem categories +ere assigne$ to the ne+ sales $oc(ment t& es.

3(3(5 Mapping Transaction Types an# Ite. Categories (S&P ERP) /se
#hen SAP CRM Ser*ice transactions are trans%erre$ to SAP ERP %or billing4 $ebit memo reF(ests are create$ as sales or$ers in SAP ERP. 3he $ebit memo reF(est -sales or$er/ items re resent the billing-rele*ant items in the original transaction. 3he (r ose o% this acti*it& is to $etermine the SAP ERP sales or$er t& es an$ item categories that the s&stem (ses to re resent b(siness transactions an$ items %rom SAP CRM Ser*ice that are to be bille$ in SAP ERP. Mo( ma the %ollo+ingH SAP CRM transaction t& es to SAP ERP sales or$er t& es -%or $ebit an$ cre$it memo reF(ests/ SAP CRM item categories to SAP ERP sales or$er item categories -%or $ebit an$ cre$it memo reF(ests/

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Integration with other m#S$P)com Components Customer Relationship Management Settings for Service Processing Billing Integration Map Transaction T#pes and Item Categories

2. Choose 'ew Entries an$ maintain the *al(es as sho+n in the %ollo+ing tableH 3iel# na.e CRM 3rans. 3& e DM reF.$oc t& e DM R' reason CM reF.$oc t& e /ser action an# val!es M3S: M?2# 00; MG2#

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3iel# na.e CM R' reason

/ser action an# val!es 00;

.. Choose Save an$ select a c(stomi8ing reF(est i% reF(ire$. ;. Choose Bac() 7. Highlight the ne+ entr& an$ select *ie+ Item categor# mapping +ith $o(ble-clic). !. Choose 'ew Entries an$ maintain the %ollo+ing $ataH 3iel# na.e CRM 3rans. 3& e ,tem Categor& DM reF. item cat CM reF. item cat ReBectionReason /ser action an# val!es M3S: MSRP ?2# G2# 11 -12 +as not a*ailable/

7. Choose Save an$ Bac( t+ice. G. Select *ie+ Transaction t#pe mapping +ith a $o(ble-clic). ". Choose 'ew Entries) 10. Maintain the %ollo+ing $ataH 3iel# na.e CRM 3rans. 3& e DM reF. $oc t& e DM R' reason CM reF. $oc t& e CM R' reason /ser action an# val!es MC51 M?2# 00; MG2# 00;

11. Select *ie+ Item categor# mapping +ith $o(ble-clic). 12. Choose 'ew Entries an$ maintain the %ollo+ing $ataH 3iel# na.e CRM 3rans. 3& e ,tem Categor& DM rec. item cat CM rec. item cat ReBectionReason /ser action an# val!es MC51 MS:P ?2# G2# 11

1.. Sa*e &o(r entries an$ choose Bac(. 1;. Choose 'ew Entries. 17. Maintain the *al(es as sho+n in the %ollo+ing tablesH 3iel# na.e CRM 3rans. 3& e ,tem Categor& DM reF. item cat /ser action an# val!es MC51 M:CM ?2#3

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3iel# na.e CM reF. item cat ReBectionReason 1!. Choose Save an$ Bac(.

/ser action an# val!es G2#3 11

3(3(+ &ssigning Sales &rea to Sales Doc!.ent Types (S&P ERP) /se
#ith this acti*it& &o( allocate the allo+e$ or$er t& es to each sales area gro( .

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Sales and istri,ution Sales Sales ocuments Sales ocument <eader $ssign Sales $rea To Sales ocument T#pes

2. Choose acti*it& $ssign sales order t#pes permitted for sales areas. .. Choose 'ew Entries ;. Maintain the *al(es as sho+n in the %ollo+ing tablesH 3iel# na.e Re%.S -Re%erence sales organi8ation/ Re%D -Re%erence Distrib(tion channel/ Di* -Re%erence Di*ision/ Sa3& -Sales Doc(ment 3& e/ /ser action an# val!es 1000 10 10 MG2#

7. Sa*e &o(r entries an$ select a c(stomi8ing reF(est i% reF(ire$. !. ,n secon$ line maintain %ollo+ing *al(esH 3iel# na.e Re%.S -Re%erence sales organi8ation/ Re%D -Re%erence Distrib(tion channel/ Di* -Re%erence Di*ision/ Sa3& -Sales Doc(ment 3& e/ 7. Choose Save an$ Bac(. /ser action an# val!es 1000 10 10 M?2#

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3(3(= Maintaining Copy Control or Billing Doc!.ents (S&P ERP) /se


,n this acti*it& &o( $e%ine control $ata %or the $oc(ment %lo+ o% billing $oc(ments. Mo( can s eci%& %or a artic(lar billing t& e +hich $oc(ment t& e is to be assigne$ to co ie$ re%erence $oc(ments an$ +hich item categories are to be co ie$. Mo( m(st also ma)e s eci%ications %or co &ing reF(irements an$ trans%erring $ata4 as +ell as F(antit& an$ *al(e ( $ates in $oc(ment %lo+. Do this %or each co &ing roce$(re at hea$er an$ item le*el on the a ro riate $etail screen.

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Sales and istri,ution Billing Billing ocuments Maintain Cop#ing Control for Billing ocuments

2. Choose acti*it& Cop#ing control> Sales document to ,illing document. .. ,n *ie+ <eader choose Position an$ search %or entr&H 3iel# na.e 'illing 3& e SalesDoc3& e /ser action an# val!es ?2 -Debit Memo/ M?2# -'P Debit Mem.ReF.:al/

;. Highlight this entr& an$ $o(ble-clic) on *ie+ Item) 7. Choose ispla# Change i% necessar&. !. Choose Bac() 7. Select item categor& &=-T an$ choose Cop# $s4) G. Maintain the %ollo+ing *al(e -an$ )ee the other entries (nchange$/H 3iel# na.e ,tem Categor& ". Press Enter. 10. Choose Save an$ select a c(stomi8ing reF(est i% necessar&. 11. Choose Bac(. 12. ,n *ie+ <eader choose Position an$ search %orH 3iel# na.e 'illing 3& e SalesDoc3& e /ser action an# val!es =2 -,n*oice/ M3S: -'P CRM Ser*ice 5r$er/ /ser action an# val!es ?2# -ReF(est/

1.. Highlight this entr& an$ $o(ble-clic) on *ie+ Item) 1;. Select item categor& T$ 3iel# na.e ,tem Categor& an$ choose Cop# $s4) /ser action an# val!es MR:S -'P Ser*. ,tem Sales/ 17. Maintain the %ollo+ing *al(e -an$ )ee the other entries (nchange$/H

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CRM Ser*ice 'illing +ith ERP ,ntegration -C.M/ - Con%ig(ration G(i$e

17. Choose Save an$ select a c(stomi8ing reF(est i% necessar&. 1G. Choose Bac(.

3(3(' Setting /p 0ogistics Scenario or Material 8ith#rawal (S&P ERP) /se


3he logistics scenario allo+s &o( to $etermine the +ith$ra+al an$ osting o% the s are arts that +ere con%irme$ in a CRM ser*ice rocess.

Proce#!re
1. Access the acti*it& (sing one o% the %ollo+ing na*igation o tionsH Transaction co#e S&P ERP IM" .en! SPRO Integration with other m#S$P)com Components Customer Relationship Management Settings for Service Processing &ogistics Integration Create and Change &ogistics Scenario for Material -ithdrawal

2. Choose 'ew Entries. .. Maintain the %ollo+ing *al(esH 3iel# na.e 3rans.3& e ,tem Cat. Ser*ice 5rgani8ation Res onsible org. (nit -ser*ice/ ?ogistics Scen. /ser action an# val!es MC51 M:CM 'PISER:,CE 'PISER:,CE Plant 9 Storage ?ocation

;. Choose Save an$ select a c(stomi8ing reF(est i% necessar&. 7. Choose Bac(.

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