Listing Integration Scenarios

Objective

After completing this lesson, you will be able to list standard integration scenarios for master and transactional data

Master Data Integration Scenarios

For the cloud CRM to work seamlessly with SAP S/4HANA, both systems must exchange master data. Usually, SAP S/4HANA is already in place before starting the implementation of the cloud CRM. As a result, SAP S/4HANA is typically seen as the primary system from which master data needs to be initially loaded.

Some business objects can be edited in the cloud CRM and sent back to SAP S/4HANA, such as account and contact master data. These objects can be replicated bi-directionally. Other business objects may only be edited in one of the systems (the leading system for the respective scenario) and may only be replicated in one direction: unidirectionally. Product categories and product master data are typical examples of unidirectional replication from SAP S/4HANA to the cloud CRM.

The following graphic provides an overview of some of the most important master data business objects that can be replicated between SAP S/4HANA and the cloud CRM. For the latest supported master data integration scenarios, please refer to the SAP Business Accelerator Hub.

Note

Please be aware that there are also integration flows for integrating code lists. These are not shown here, but you can find the latest set of available scenarios in the master data package in the SAP Business Accelerator Hub.

Transactional Integration Scenarios

Transactional scenarios emphasize processes. For instance, a sales quote in the cloud CRM could be replicated to SAP S/4HANA as a follow-up sales order. Due to their process-oriented nature, we will discuss sales and service scenarios separately.

Transactional Integration Scenarios - Sales

The following graphic shows some variations for integrating the transactional sales process. For the most recent supported integration scenarios, please refer to the SAP Business Accelerator Hub.

SAP Sales Cloud Version 2 Transactional Integration Scenarios

For sales quotes and sales orders, the cloud CRM can request real-time pricing data from SAP S/4HANA. This feature is also called External Pricing. It includes price and tax calculation, availability to promise (ATP) checks, credit checks, and more. It enables SAP Sales Cloud Version 2 to offer the full pricing flexibility from SAP S/4HANA.

For creating the follow-up document on the SAP S/4HANA side, several options are available, such as:

From a cloud CRM opportunity, you can create a quote in SAP S/4HANA.
From a cloud CRM sales quote, you can create a cloud CRM sales order or external follow-up documents, such as a quote or sales order in SAP S/4HANA.
You can replicate sales orders bi-directionally between the cloud CRM and SAP S/4HANA.

For the latest supported sales process integration scenarios, please consult the SAP Business Accelerator Hub.

Transactional Integration Scenarios - Service

SAP Service Cloud Version 2 Transactional Integration Scenarios

A service or support request is managed in the cloud CRM as a case. From this case, a service order can be created to request services. The service order can be replicated to SAP S/4HANA and updated with changes made there. It is also possible to create a service quotation in SAP S/4HANA that is replicated to the cloud CRM, where it can then be accepted or rejected. However, creating a service quotation directly in the cloud CRM or create follow-up documents is not supported.

The return order feature in the cloud CRM is an integral part of the return process. It enables you to create, manage, and track return orders as part of after-sales services within the sales process chain.

For the latest supported service process integration scenarios, please refer to the SAP Business Accelerator Hub.

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