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Process documentationOrganizational Data Determination in CRM Web Channel

 

Organizational data in the CRM Web Channel scenario is determined differently to that in other CRM business scenarios. Pay attention to the following notes when setting up organizational management for CRM Web Channel.

Prerequisites

In order that the system determines the organizational data for the CRM Web Channel scenario, the following settings must be made in Customizing:

  1. You have created an organizational model that includes sales organizations required for CRM Web Channel. The distribution channels for CRM Web Channel must be assigned to the sales organizations as attributes.

    Note Note

    You can also assign the distribution channels to an organizational unit that is subordinate to the sales organization, for example, the sales office.

    End of the note.

  2. You have created a product catalog and a product catalog variant. A valid distribution chain (sales organization and distribution channel) must be maintained in the product catalog variant.

    You can assign a sales office to the Web shop.

  3. You have assigned an organizational data profile without determination rules to the transaction type for the Internet order.

    Note Note

    To determine organizational data determination in CRM Web Channel quickly and uniquely, you can also define the responsible organizational unit (organizational unit – sales) directly in the product catalog variant. This organizational unit is copied into the sales orders for CRM Web Channel as an organizational unit (sales). The necessary organizational data (sales organization, distribution channel, currency) is derived from this organizational unit.

    Make note of the following:

    End of the note.

    • The organizational unit (sales) must correspond with or be subordinate to the sales organization from the product catalog variant. That is why you should first maintain the distribution chain for the variant. Afterwards you can select the organizational unit (sales) using the input help.

    • If you want to assign sales offices to your Web shop, the organizational unit (sales) must match the sales office, or, be subordinate to this sales office.

Process

  1. A customer orders over the Internet.

    The customer thereby enters the Web shop. A product catalog variant is assigned to this Web shop. You can also assign a sales office to the Web shop, if you wish.

  2. The Internet order is created in the CRM system.

  3. The system determines the organizational data from the product catalog variant that is assigned to the Web shop and writes this in the transaction.

    If a sales office was assigned in the Web shop, this is taken into account in the determination.

    If several organizational units are determined that correspond to the organizational data from the product catalog variant (for example, a sales organization and a sales office), the system chooses the lowest possible organizational unit (for example, the sales office). If several determined organizational units are on one level, the system writes the first organizational unit found into the transaction.

    If the data from the Web shop and the product catalog do not fit together, the system cannot determine organizational data.

    Note Note

    It is possible (in transaction BP) to specify a sales office and a sales group in the sales area-dependent data for the sold-to party. This enables the system to read the sold-to partner data with the sales area from the product catalog. If a sales group and/or sales office are specified for the sales area, they are read and sent to partner determination for the order. It then uses this information during organizational data determination.

    End of the note.

Result

When changing or processing an order in the CRM system, the organizational data is not redetermined, if the fields for organizational data are completed in the transaction.

If the system could not determine organizational data, the order is saved with the status incorrect. It must be processed further before it can be passed on to the OLTP SAP ECC System.

Example

This is an extract from the sales structure for the Internet shipping company 4Living:

Product catalog A has the following distribution chain:

  • Sales organization O 5001020 – sales organization Hamburg

  • Distribution channel 10 – direct sales

Case A:

As the sales offices inherit the attribute from the higher-level sales organization, there are three organizational units affected by these attributes:

  • Sales organization Hamburg O 5001020

  • Sales office Hamburg O 5001021

  • Sales office Bremen O 5001022

The system chooses sales office Hamburg O 5001021 or sales office Bremen O 5001022.

Case B:

If sales office Bremen O 5001022 is entered in the Web shop, the system chooses sales office O 5001022 as the responsible organizational unit.

Case C:

If the sales office Berlin O 5001023 is assigned in the Web shop, the system cannot determine organizational data as the sales office Berlin O 5001023 is not assigned to sales organization Hamburg O 5001020.