Integration with SAP S/4HANA and SAP CRM

Objectives

After completing this lesson, you will be able to:

  • Discover the benefits of integration between SAP Sales and Service Cloud and SAP S/4HANA and SAP CRM.

Integration with SAP S/4HANA and SAP CRM

Integration Platforms

SAP Cloud Platform Integration.

Integration

Even though SAP Sales and Service Cloud can be run as a standalone solution, most implementation projects have integration points for connecting SAP Sales and Service Cloud data to other systems. SAP systems and non-SAP systems can connect to the solution for an integrated scenario.

  • Cloud-based technology
  • Real-time, bi-directional process integration
  • Data integration
  • Graphical flows and mappings
  • Centralized monitoring and administration
  • Pre-built adapters
  • Lower cost of change over time
  • Community marketplace (future)

SAP's Pre-packaged Integration Content (CPI) offers 100+ pre-packaged and extensible integration content for SAP middleware products.

Built-in tools for Data Integration

  • Data Workbench
  • Initial Data Migration
  • Data Extraction
  • On-going Data Imports and Updates

Open APIs

  • OData Services
  • SOAP Services

UI & Data Mash-ups

  • Native support for URL mash-ups
  • HTML mash-ups
  • DATA mash-ups

SAP Cloud for Sales and Service standard integration with SAP S/4HANA ensures information accuracy, reduces operational risk, and enables better customer service decisions.

These are some examples of key systems that rely on employee and organizational data to function properly. HR data is critical to ensure compliance and reduce operational risk. Workforce scheduling systems that have access to employee competencies can ensure compliance and reduce operational risk.

Integrated sales process

SAP Sales and Service Cloud integration with SAP S/4HANA

Real-time Master Data Synchronization

  • Unidirectional from SAP CRM for account hierarchy, products, sales org, marketing attribute definitions, employees, and territory
  • Bi-directional option for accounts and contacts
  • External pricing leveraged from SAP S/4HANA for consistent pricing across solutions
  • Real time available stock insight to actual quantities
  • Credit check integration

Real-time Opportunity, Lead, Service, Quote To Order Synchronization

  • Real-time opportunity synchronization with attachments
  • Real-time lead synchronization
  • Real-time service request with status update from CRM
  • Real-time quote to sales order including pricing

Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy, territory assignment, products, employees, social media profiles).

Integration of marketing attribute definitions (CRM -> SAP Cloud for Customer) and marketing attributes assignments to customers Initial business configuration of SAP S/4HANA configuration (for example account groups, document types, customer classification, and so on)

SAP Process Integration (PI) or SAP Cloud Platform Integration (CPI) can be used as middleware for the system integratations.

Master data view

  • Real-time integration of master data (accounts, prospects, contacts, products)
  • Additional real-time master data integration for currency conversion rates, account hierarchy, sales org hierarchy. Calls to SAP S/4HANA SD pricing supporting the full pricing flexibility of SAP S/4HANA.
  • SAP ERP Customer Cockpit launched via a standard mashup

Transactional scenario view

  • Real-time integration of transactional data (opportunity real-time pricing, quote and sales order requests, quote to sales order request), recent orders update.
  • Real-time PDF preview of multiple SAP S/4HANA documents via Document Flow.
  • SAP S/4HANA IDs, such as billing request ID, returned to SAP Cloud for Customer.

SAP ERP customer factsheet as PDF

To get a holistic view of accounts and prospects from SAP Sales and Service Cloud without the need for a VPN connection, you can launch the SAP ERP or SAP CRM customer factsheet.

Sales order integration

Create a lean sales order SAP Sales Cloud with replication to an SAP S/4HANA sales order.

Create new sales orders, maintain header data, add products, and modify list of involved parties.  Create, track, simulate, and submit in SAP Cloud for Customer. 

Simulate pricing for products from SAP S/4HANA or SAP CRM and transfer to SAP S/4HANA for order fulfillment. 

You can also replicate sales orders from SAP S/4HANA to SAP Sales Cloud.

Various status of sales order, external reference ID, document type, list of involved parties, and products are copied to SAP Sales Cloud.

Orders can be edited in SAP S/4HANA.

SAP Cloud for Customer - SAP CRM

Real-time master data synchronization

  • Unidirectional from SAP CRM for account hierarchy, products, sales org, marketing attribute definitions, employees, and territory assignment
  • Bi-directional option for accounts and contacts

Real-time opportunity, lead, service, quote to order synchronization

  • Real-time opportunity synchronization with attachments
  • Real-time lead synchronization
  • Real-time service request with status update from CRM
  • Real-time quote to sales order including pricing

Keys to successful integration projects

In this interaction, you'll learn more about successful integration projects.

In this video, you'll learn how to create a sales order in SAP Sales Cloud.

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