Data Exchange for Business Transactions 

Purpose

An important characteristic of CRM solutions is the possibility for integration. SAP CRM not only offers integration of different contact channels, (for example, Internet, telephone, mobile devices), but it also offers process integration of CRM with backend functions for logistical follow-on processes, for example, billing and shipping. This scope of integration makes it possible for a vendor to always give a consistent impression to the customer, regardless of the contact channel; it also ensures consistency of data within the whole sales process. If a sales order is created during a customer visit, using a laptop, for example, all data (prices, configurations, texts, and so on) is transferred to SAP CRM, where it is available for further processing before it is then transferred to SAP R/3.

The exchange of data between CRM Enterprise, other SAP and non-SAP Systems is completed using CRM Middleware, and is based on the principle of data replication. A point of emphasis is the synchronization of mobile clients with each other, as well as with the central CRM database. All data, relevant for mobile applications is stored on a separate logical database on the CRM server.

This documentation describes the integration of CRM business transactions with SAP R/3 and the mobile client. Information on the exchange of business partners and other master data is available under each topic in the SAP Help Portal.

Exchange with other systems is not explained here.

Technical information on data exchange in SAP CRM is available in the documentation on CRM Middleware in the SAP Help Portal.

Process Flow

The following diagram shows data exchange between the different CRM Systems:

CRM Enterprise is described as the “leading system” in relation to the Mobile Client. When data is exchanged between the mobile client and CRM Enterprise, CRM Online always receives current document, application and Customizing information.

A direct transfer of data from the mobile client to SAP R/3 is not possible.

SAP only supports the use of an R/3 System.

 

See also:

Various conditions apply when exchanging individual business transactions. You can find more information under the following chapters:

Activities:

Data Exchange for Activities: CRM Online – CRM Mobile Sales

Opportunities:

Data Exchange for Opportunities: CRM Online - CRM Mobile

Sales Transactions:

Data Exchange for Sales Transactions: CRM Enterprise – SAP R/3

Data Exchange for Sales Transactions: CRM Enterprise - CRM Mobile

Sales Contracts:

Data Exchange for Sales Contracts: R/3 - CRM Enterprise

Data Exchange for Sales Contracts: CRM Enterprise - CRM Mobile

Service:

Data Exchange for Service Transactions: CRM Server/R/3 System/APO

Data Exchange for Service Confirmation: CRM Online - R/3 System

Data Exchange for Complaints: CRM Enterprise – SAP R/3