Data Exchange for Service Confirmations: SAP CRM - SAP ERP

The automatic data transfer from SAP Customer Relationship Management (SAP CRM) to SAP ERP that happens with CRM Integration Services triggers subsequent processes. The following table contains an overview:

Confirmed Data	Data Posted To SAP ERP	Components in SAP ERP
Service parts	Goods issue	Materials management – Inventory management
Service parts	Costs	Controlling
Working hours	Payroll data	Human resources management (using Cross-Application Time Sheet)
Working hours	Costs	Controlling (using Cross-Application Time Sheet)
Expenses	Costs	Controlling

Billing of the confirmed services in SAP CRM triggers an automatic accounts receivable posting in the finance component of SAP ERP and a revenue posting in the controlling component of SAP ERP.

Prerequisites

Configuration Settings

You have made all the necessary configuration settings for the following in SAP Solution Manager:

Service confirmation transaction
Logistics integration (for stock movements)
Cross-application time sheet integration
Controlling integration

Prerequisites in the Confirmation Transaction

For data to be transferred to SAP ERP, the confirmation transaction fulfills the following conditions:

The transaction contains at least one item.
Transaction headers on their own are not replicated to SAP ERP.
The transaction was saved without error messages.
After replication from mobile devices to the CRM server, confirmations have the status Open.
A service representative has checked the confirmation in SAP CRM and set it to Completed.
No distribution locks were set for the transaction.

Customizing for the Data Entry Profile Used in Confirming Working Time

To allow definition of multiple data entry profiles in SAP ERP for service confirmations in SAP CRM, you must activate the business function CRM, Time Recording Using Multiple CATS Data Entry Profiles (HCM_CRM_CATS_PROFILE).

For more information about this business function, see SAP Help Portal at Start of the navigation path http://help.sap.com/erp Next navigation step SAP ERP Enhancement Packages ERP Central Component Enhancement Package 5 Business Functions Business Functions (SAP Enhancement Package 5 for SAP ERP 6.0) in SAP ERP Enterprise Business Functions Cross-Application Enterprise Business Functions Integration of CRM and ERP CRM, Time Recording Using Multiple CATS Data Entry Profiles End of the navigation path .

You have made the necessary settings in Customizing for SAP ERP under Start of the navigation path Integration with Other SAP Components Next navigation step Customer Relationship Management Settings for Service Processing Time Sheet Integration End of the navigation path .

Assign data entry profile
You have assigned data entry profiles according to your criteria such as transaction type and service organization.
BAdI: Change data entry profile
The default implementation of this Business Add-In (BAdI) determines the data entry profile from the Assign Data Entry Profile Customizing activity, depending on the transaction type and the service organization you have used to define the data entry profile. You can create a customer-specific BAdI implementation, which can be used to define the data entry profile according to other criteria. Possible parameters include all criteria that appear in the header of a service confirmation (structure BAPISDCOSV), such as profit center, sold-to party, or company code.

Features

Depending on whether the item is relevant for distribution to SAP ERP (setting in the item category), the system carries out data replication. The system also transfers data to CRM Middleware for distribution to the mobile client.

The distribution status of the confirmation transaction shows whether data transfer was successful. Errors and warning messages relating to the data transfer are listed in a log.

In SAP CRM, you can change transactions for which data has already been transferred to SAP ERP. Your changes are then transferred automatically to SAP ERP.

For more information, see Changing Business Transactions Transferred to SAP ERP.

Posting Goods Issue for Service Parts in the Materials Management Component of SAP ERP

The data posted depends on the logistics scenarios that you use. The system therefore first determines the logistics scenario defined for the combination of transaction type, item category, service organization, and other relevant information required for the scenario (such as movement type or special stock indicator in SAP ERP).

For more information about the logistics scenarios that are supported, see Logistics Integration in the Material Withdrawal Process.

Logistics Scenario: Service Parts at the Service Employee's Storage Location

From your Customizing settings, the system determines:

The plant and storage location for the service employee
The relevant issue reservation for the service order (if the service confirmation references a service order)

The system posts goods issue with reference to the reservation and the appropriate storage location. If all parts are withdrawn according to the reservation, the system sets the final issue indicator for the reservation. If the order is completed, the entire reservation is set to Completed.

Logistics Scenario: Service Parts in the Service Employee's Consignment Stock

The system determines the customer ID in SAP ERP from the personnel number in SAP CRM, and posts goods issue from the service employee's consignment stock.

Logistics Scenario: Service Parts in Customer Consignment Stock

The system determines the customer ID in SAP ERP from the customer ID in SAP CRM, and posts goods issue from the consignment stock at customer.

Posting Working Time in CATS

Working time is automatically posted to the Cross-Application Time Sheet (CATS) database in SAP ERP.

In the item, there are two ways in which working time data can be entered:

Start of work (Task Type SRVC_ACTUAL) plus duration – this is the standard setting in Customizing
Start of work (Task Type SRVC_ACTUAL) and end of work (Task Type SRVC_ACT_TO)

You schedule a periodic transfer of data from the CATS to the human resources management component in SAP ERP and in the controlling component of SAP ERP (for more information, see Transfer of Time Sheet Data to the Target Components).

The transfer of the working times that were entered in SAP CRM service confirmation items is controlled using the data entry profile. You can define multiple data entry profiles in SAP ERP for the following key fields of the CRM service confirmation:

Leading transaction type (transaction type of the first transaction in a string of transactions)
Transaction type
Service organization
Responsible organizational unit

Note Note

You cannot control selection of a data entry profile at item level. In other words, you can only use one data entry profile per SAP CRM service confirmation.

End of the note.

Posting Costs to the Controlling Component in SAP ERP

For more information about posting actual costs to account assignment objects in SAP ERP, see Controlling Integration. If you have specified valuation types and service types, they are used to determine the rate for internal activity allocation.