Post on 02-Apr-2020
Accrete Solutions 1
➢ SAP S/4 HANA Customer Management (CM) and SAP C/4HANA
➢ S/4HANA Customer Management (CM) Architecture
➢ S/4HANA CM Data Model and User Interface
➢ SAP S/4HANA Field Service Demo
➢ S/4HANA CM Migration Strategy
➢ SAP Roadmap for S/4HANA CM
➢ Questions
SAP’s CRM Offerings
Accrete Solutions 3
SAP C/4HANA Overview
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SAP MARKETING CLOUD
• Consumer and customer profiling
• Marketing Planning
• Marketing assets and collaboration
• Marketing automation
• Marketing measurement and optimization
• Loyalty management
SAP COMMERCE CLOUD
• Commerce experience channels
• Commerce management
• Product content management
• Order management
SAP SALES CLOUD
• Lead*
• Opportunity and Sales Support*
• Configure, Price, Quote*
• Sales planning and performance management
• Partner channel sales
• Customer master data management*
• Order and Contract**
• Billing and invoicing**
SAP SERVICE CLOUD
• Self-service
• Omnichannel engagement*
• Service management*
• Field Service
• Customer feedback
• Analytics
• Service operations
SAP CUSTOMER DATA CLOUD
• Customer identity management
• Enterprise preference and consent management
• Customer profile management
Marketing Commerce Sales Service CustomerData
* Related capabilities in SAP S/4HANA for Customer Management, as on-premise alternative** Related capabilities in SAP Sales Cloud, as a cloud alternative
What is S/4 HANA for Customer Management?
• SAP S/4HANA for customer management, an add-on on SAP S/4HANA for On-Premise solution for Sales, Service and Interaction Center
• Integrates seamlessly with SAP S/4HANA and draws on the same data model as SAP S/4HANA
• Utilizes S/4HANA components such as Pricing and Billing instead of IPC and CRM Billing
• No TREX/JAVA• Eliminates middleware• Improved performance• Dedicated business applications and its own business object and
generic interaction layers• UI has been harmonized with the visual appearance of SAP
S/4HANA Fiori theme• Architecture based on existing SAP CRM on premise solution• Optimize CRM One Order framework for HANA DB
S/4HANA
Customer Management Addon
SAP HANA Database
S/4HANA DB Schema
CRM Tables
S/4HANA for CM and C/4HANA Comparison
S/4HANA for Customer Management C/4 HANA
Type of offering On-premise add-on to S/4HANA. Cloud based S/4HANA CM is also available.
C/4HANA is SAP’s new branding for its umbrella of cloud-based customer experience solutions including Sales/Service/Commerce/Customer/Marketing cloud
UI S/4HANA CM UI is based on SAP CRM Web Client UI. A new theme Belize is used for similar look and feel as the native Fiori application.
Sales/Service Cloud front end is based on SAP UI Designer. Marketing Cloud front end is based on SAP UI5. Commerce Cloud front end is based on dynamically created html pages from JSP and Eclipse is used as a development tool. UI extensions is used in Marketing Cloud.
Integration with S/4HANA No middleware Integration with S/4HANA can be done using CPI and PI. Out of the box integration scenarios are provided by the SAP.
Third party integration There is limited out-of-the-box Web services and Odata services in S/4HANA CM yet. Web Services or OData services can be created during implementation. XIF Adapter can also be used to integrate S/4HANA CM with third party systems.
SAP C/4HANA has a rich set of out of the box integration scenarios for master and transaction data can be configured.
Standard object extensibility
Field extensibility in S/4HANA CM is performed via an SAP Fiori app on SAP S/4HANA: the Custom Fields and Logic app. Table extensibility in S/4HANA CM is done by AET table extensibility concept.
Sales/Service Cloud uses Key User Tool for creating custom fields in standard objects. Uses Rule editor. Custom fields are created using the "custom fields and logic" application for Marketing.
S/4HANA for Customer Management C/4 HANA
Backend Development Tool Web UI and ABAP Development is used SAP Cloud Application Studio is used for SAP Sales/Service Cloud. SAP Commerce cloud development is done in JAVA using Eclipse.
Target customers Good fit for customers who are:✓ Using SAP ERP but are not yet using any features of
SAP CRM✓ Want the option to consolidate SAP ERP and SAP CRM ✓ New CRM customer with limited CRM functionalities
but are not yet ready for the C/4HANA✓ Customers who have SAP CS and want to migrate to
SAP S/4HANA
Works well for customers:✓ Who prefer cloud-based applications, particularly if
planning to transition to SAP S/4HANA Cloud. ✓ Want to keep back-office functionality on-premise
(e.g., SAP S/4HANA) but migrate front-office, customer-facing applications to the cloud
✓ Want to implement Commerce, Marketing and mobile Field Service/Crowd Service
Database Add-on only runs on SAP S/4HANA and uses HANA database. and cannot be installed on other SAP HANA products such as SAP Business Suite powered by SAP HANA
C/4HANA family of products run on SAP HANA database
S/4HANA for CM and C/4HANA Comparison (cont’d)
SAP Fiori Launchpad
S/4HANA Core App SAP CRM Business Role
SAP S/4HANA
SAP Hana Database
SAP S/4 for customer management (Add-on)
Web Client UI
Business Object Layer & Generic Interaction Layer (BOL/GENIL)
S/4HANA CM Applications
ServiceInteraction
CenterSales
Pricing Billing
Master DataProduct
Business Partner
Org. Model
EquipmentContract Account
S/4HANA CM Architecture
SAP
PO/CPI
Non-SAP Apps
SAP Apps
SAP Cloud Apps
Utilities
➢ UI framework used in S/4HANA for Customer Management is similar to the SAP CRM Organizational model, BOL objects and APIs
➢ Data model is coherent with S/4HANA database
➢ Master data is the same for all applications like products, business partner, organizational management and equipment
➢ Structured simply, it reduces the data footprint
➢ Seamless processes and no duplicity of the objects
➢ Common tables between SAP CRM and S/4HANA are replaced with S/4HANA tables e.g. Payment Terms
SAP S/4HANA for customer management SAP CRM
Business Partner Business Partner
Material Product
Equipment IObject
Functional location IBase
SD Pricing IPC, TTE for CRM Pricing
ABAP routines for pricing requirement Java routines for pricing requirement
S/4HANA CM - Data Model Overview
SAP Business Objects
➢ The classical SAP CRM handled the data basically grouped into Header CRMD_ORDERADM_H and itemsCRMD_ORDERADM_I
➢ The header and item relationship is 1:n and transaction data are distributed among many tables. Suchrelationship is maintained by table CRMD_LINK
ORDERADM_H
ORDERADM_I
SERVICE_H
ACTIVITY_H
PRODUCT_I
PRICING_I
SERVICE_I
….
CRMD_LINK
H1-S1H1-P1I1-S1I1-P1
SHIPPING
PARTNER
SALES
SAP CRM - Data Model
➢ SAP S/4HANA uses a new data modelling infrastructure known as CDS (Core Data services)
➢ All order header level data is stored in CRMS4D_SERV_H (See below diagram). Item level data is stored in asole table CRMS4D_SERV_I
➢ CDS view sits on top of such flattened table, hence it reduces the joins among database tables to the highestdegree
S/4HANA CM – Data Model
Service Request
Service Quotation
Service Order
‘Release’ Service Order
Service Order Template
Sales Item
Service Spare item, Service
• Sales Order• Delivery• PGI
• Material Reservation
• Purchase Requisition
• Purchase Order
• Internal Order“Complete” Service
Order
Update Internal order
Invoice (SD Billing)
Accounting
SAP S/4HANA
Sales Order
Service Confirmation
Release Service items for billing
Billing Request
CATS
Good Movement
SAP S/4HANA
S/4HANA CM Service Process - Demo
S/4HANA CM DEMO
➢ Existing Customers - Upgrade ERP to S/4HANA, keep SAP CRM as a separate system and move CRM toS/4HANA progressively (hybrid operation)
➢ New Customers can start their implementation directly in S/4HANA
➢ Master data migration – Use migration tools like S/4HANA migration cockpit or migration object modeler
➢ Customization – Manual task but comparable content and steps
➢ Custom code – Manual task but same framework.
➢ Transaction data – Migration tools are in roadmap for future releases
➢ Actual strategy should be case to case basis
➢ Future roadmaps include further scenarios from SAP CRM
SAP CRM Migration to SAP S/4HANA
➢ Existing Customers – Analyze if the extent of changes can be met by S/4HANA service and migrate duringthe initial migration to S/4HANA
➢ New customers should consider implementing S/4HANA Service directly
➢ The CS functionality is supported on S/4HANA as well, but it will be available only till 2025
➢ Master data migration – S/4HANA data can be re-used
➢ Custom code/Configuration – Needs to be redone manually
➢ Transactional data – Transactional data and data processing is different in S/4HANA
➢ Future roadmaps will cover the full CS functionality in S/4HANA Service
SAP CS Migration to SAP S/4HANA
SAP S/4HANA for CM Roadmap
• Replication – free & harmonized master data
✓ Business partner✓ Material, Equipment• Multi-channel Customer
Interaction management✓ Account & Contact
management✓ Interaction center• Service I✓ Service request✓ Service order✓ Service confirmation• UX Experience I✓ Visual Harmonization
• Sales✓ Activity + Sales✓ Appointments + Calendar✓ Lead + Opportunity✓ Sales order entry in IC• Service II✓ Solution Quotation
management• Master Data✓ Configurable products✓ Product bundles
• Service II✓ Service contract
management✓ Field service management
integration✓ Leonardo integration for
ticket categorization• UX Experience II✓ Fiori roles✓ Fiori shell integration✓ Enterprise search
integration
• Service III✓ Compliants ✓ Returns✓ In-house repair✓ Service order II• Commercial Business✓ Solution contract for
projects & products✓ Service contract
management
S/4HANA 1709 FP01*
Add-on release date: 25 Feb. 2018
S/4HANA 1809*
Add-on release date: 4th
Oct. 2018
S/4HANA 1809 FPS01*
Add-on release date: 25 Feb. 2019
S/4HANA 1909
System consolidation• Merge add-on into
S/4HANA core
Migration support• AET table extensibility• Hybrid deployment
Migration support• Migration of service
master data
Current state of planning and maybe changed by SAP at any time without notice
Migration support• Activities• Contracts
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Ashish SaxenaVice President
Accrete Solutions 3350 Scott Blvd, Bldg 34ASanta Clara, CA 95054
Email: ashish@acnsol.comPhone: +1-425-785-1052Website: www.acnsol.comLinkedin: https://www.linkedin.com/in/ashishcrm
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Sandeep SalariaTechnical Architect
Accrete Solutions 102A, HARTRON Technology ParkPlot 25A, Sector 18, Electronics CityGurgaon-122001
Email: sandeeps@acnsol.comPhone: +91 9717776296Website: www.acnsol.com