2. SAP - CRM

3. CRM One Order Model

4. CRM One Order concept.
layers of one order framework
Function modules in the one order framework
Table Relationship
CRMV_EVENTS

5. CRM One Order concept
Examples of one order document in SAP CRM:
Activities
Task
Sales Order
Service Order
Service Request
Contracts
Lead
Opportunity…

6. CRM One Order concept
This means same BDoc (BUS_TRANS_MSG) , FM and Module pool programming would be used for all the transaction data.
They would be handled as if they are same transaction.
Hence the name One Order which is basically framework to handle these related transaction data.

7. CRM One Order concept

8. Business Transaction
All the Business transactions (Tcode : CRMD_ORDER) can have a number of objects as shown in the previous slide.
The different object like Texts, Status, Actions, Shipping, Billing are a few generic objects, they can be assigned to the Business Transactions as and when needed.
The Objects are assigned to business transactions as and when required.

9. Advantage s of One Order Model
Reusable objects
Simple and consistent flow logic for all objects and all levels
Avoid big program and module pools
Handling of error message

10. Data Model in CRM System

11. One Order Layer Model
A four layer model is used as basic for programming in the CRM system. This model takes a strict differentiation between the user interface, interaction, and application logic and database access. Every layer is separate and contains data in a local memory. Access to the individual layer is carried out via the interfaces, but can only occur between the next direct layers or in the same layer.
READ
SAVE

12. One Order Layer Model
User Interface: User Interface is responsible for the displaying of the fields on the GUI.
Interaction Layer: The interaction layer controls the business transaction process. It uses the user entries ( field changes, function keys...), the methods called up from the object (FCODE control), the object which should be displayed and processes, or the elements in the relevant user interface are activated (screen or fields controls).
Object Layer: The object layer contains the complete application logic for editing an object for Ex.
Changing order header
Adding items
Determining price
Reading customizing data
Determining default values
Ect.
Database Layer: The database layer is the interface to the database. All database operations for one object are carried out at this level (read, delete and change). The last original copy of the document before the changes were saved is kept in the local memory of the database layer.

13. Data Posting

14. Data Posting

15. Function Modules Function modules and reports are named as
<Component>_<Object>_<Method>_<Layer>
Example : CRM_ORDERADM_H_READ_OB
For layers the abbreviations used are as below:

16. Function Modules
CRM_ORDER_READ
CRM_ORDER_MAINTAIN
CRM_ORDER_SAVE

17. CRM_ORDER_READ
CRM_ORDER_READ is a function module which can be used to get the details of any business transaction based on the Header GUID, Item GUID or both.
Always pass the IT_REQUESTED_OBJECTS structure to this function module to fetch the required details only.
This function module can not be executed directly instead SAP has provided a report CRM_ORDER_READ for the same for testing purpose. We can pass Business Transaction Number (Object ID), Header GUID or Item GUID to this report to get the required details.

18. Some Exporting parameters of the CRM_ORDER_READ
Return Structure Name
Details Fetched
ET_ORDERADM_H
Header Details of a Business Transaction such as OBJECT_ID, PROCESS_TYPE etc.
ET_ORDERADM_I
Item Details of a Business Transaction such as PRODUCT, PRODUCT_KIND, HEADER etc.
ET_ACTIVITY_H
Header Details of an activity such as PRIORITY, OBJECTIVE, Address Details etc.
ET_ACTIVITY_I
Item Details of an activity.
ET_CUSTOMER_H
Additional details at Header level
ET_CUSTOMER_I
Additional details at Item level
ET_APPOINTMENT
All the dates at Header and Item level
ET_PARTNER
Partner Details at Header and Item level
ET_STATUS
Status of Business Transaction at Header and Item level
ET_BILLING
Billing related details for a Business Transaction both at Header and Item (This structure was enhanced in a leading ISU SAP-CRM implementation to include BUAG_ID(Business Agreement) field in a Service Contract
ET_ORDPRP_OBJL_I_D
Object List details such as PRODUCT
ET_DOC_FLOW
Ref. Details of the previous Business Transaction

19. Call Stack of CRM_ORDER_READ FM
The Function module CRM_ORDER_READ is called to retrieve all relevant data for the one order objects.
This FM Read in turn calls CRM_ORDER_READ_OW (for retrieving data from work area). If no data is available in the Work area then the this function module calls CRM_ORDERADM_H_READ_OB to fetch header data from the buffer. If no data is available in the buffer then this function module in turn calls CRM_ORDERADM_H_DB (to read the header data from the database).
In a similar manner the item data retrieval FM are called to fetch the item data.

20. Call Stack of CRM_ORDER_MAINTAIN FM

21. CRM_ORDER_MAINTAIN FM
The FM CRM_ORDER_MAINTAIN updates the one order documents after user interaction or for system defaulting.
For each of the objects like status, pricing, shipping this FM is called to maintain the data.
This Function module in turns calls : CRM_ORDER_MAINTAIN_MULTI_OW which is used to m1aintain the Object work area at a time for different One order documents.
This in turn calls CRM_ORDER_MAINTAIN_SINGLE_OW for each document.
The CRM_ORDER_MAINTAIN_SINGLE_OW calls the header and Item which contain maintain functions and for each object (status, pricing ..etc) as CRM_<OBJECT>_MAINTAIN_OW.

22. Call Stack of CRM_ORDER_SAVE FM
This function module Persists the document and changes in the database.
The latest call in order to prepare the document data for saving (checks, manipulation) should be done in the Badi ORDER_SAVE using the *OB* function modules in order to modify specific segments.

23. Call Stack of CRm_Order_Save FM
They are finally called in Update mode to actually commit the data to the database.
CRM_ORDERADM_H_UPDATE_DU
CRM_ORDERADM_I_UPDATE_DU

24. Data Creation Function Module’s Name Description GUID_CREATE
Create GUID for a Business Transaction
BAPI_BUSPROCESSND_CREATEMULTI
Bapi to create Service Contracts programmatically. Pass the inputfields to be created in the contract.
Note: BAPI_BUSPROCESSND_SAVE must be called after this function call to save the Service Contract.
BAPI_BUSPROCESSND_SAVE
Bapi to save the Service Contracts.
BAPI_ECRMISUTO_INIT
Initialize the creation of Ibase in CRM
BAPI_ECRMISUTO_CREATEMULTIPLE
Create the Installed Base and its components.
Note:
Always call the function module
‘BAPI_TRANSACTION_COMMIT’
after call to any Bapi
CRM_IBASE_INITIALIZE
Initialize the changes to be done in Ibase in CRM
CRM_IBASE_SAVE
Call this FM to save the changes in the Ibase
BAPI_BUPA_FRG0130_CREATE
Bapi to create Business Agreement for a customer
BAPI_BUPA_ADDRESS_ADD
Add invoice address for business partner. Pass the address type as 'rechnung' to add invoice address
BAPI_BUPA_BANKDETAIL_ADD
Add bank details for the business partner
BAPI_BUPA_CREATE_FROM_DATA
BAPI for business partner creation as Organization, Person or Group in general role. Same BAPI can be used to create Contact Person for the Business Partner
BAPI_BUPR_RELATIONSHIP_CREATE
Function module to establish the Business Partner and Contact Person
Relationship. Pass the Relationship Category as ‘BUR001’
BAPI_BUPA_ROLE_ADD
Add Role to Business Partner for e.g. Sold to Party ‘CRM001’, Contact Person ‘BUP001’
BAPI_BUPA_TAX_ADD
BAPI Add Tax Number for the existing Business Partner
BAPI_BUPA_FRG0040_CREATE
Create Classification Data for a Business Partner
Create Business Agreement
BAPI to create Contract. Populate the Header and Line Item Details before calling the BAPI

25. Function Module’s Data Retrieval Name Description
BAPI_BUPA_ADDRESSES_GET
Determine All Addresses
BAPI_BUPA_ADDRESS_GETDETAIL
Read Address
BAPI_BUPA_ADDRESS_GET_NUMBERS
Read Address Numbers
BAPI_BUPA_BANKDETAILS_GET
Determine All Bank Details
BAPI_BUPA_BANKDETAIL_GETDETAIL
Read Bank Details
BAPI_BUPA_BANKDETAIL_NUMBERS
Read Bank Details Numbers
BAPI_BUPA_CENTRAL_GETDETAIL
Read Central Data
BAPI_BUPA_EXISTENCE_CHECK
Check Existence of Business Partner
BAPI_BUPA_GET_NUMBERS
Read Business Partner Numbers
BAPI_BUPA_RELATIONSHIPS_GET
Determine All BP Relationships
BAPI_BUPA_ROLES_GET
Determine All Roles
BAPI_BUPA_ROLE_EXISTENCE_CHECK
Check Existence of Role
BAPI_BUPA_SEARCH
Search Business Partner for Telephone, , Address
BAPI_BUPA_STATUS_GETDETAIL
Business Partner: Read Status
BAPI_BUPR_ACTIVITYP_EXISTCHECK
Check Existence of Contact Partner Relationship
BAPI_BUPR_CONTP_ADDRESSES_GET
Read Contact Person Relationship Addresses
BAPI_BUPR_CONTP_ADDR_GETDETAIL
BAPI_BUPR_CONTP_GETDETAIL
Read Contact Person Relationship
BAPI_BUPR_EMPLO_ADDRESSES_GET
BAPI_BUPR_EMPLO_ADDR_GETDETAIL
Read Employee Relationship Address
BAPI_BUPR_EMPLO_GETDETAIL
Read Employee Relationship
BAPI_BUPR_RELATIONSHIP_GET
Read General Relationship
BAPI_BUPR_RELSHIP_CHECKEXIST
Check Existence of General Relationship
BAPI_BUPR_RELSHIP_GET_DETAIL
BAPI_BUPR_RESP_EMPLO_CHEKEXIST
Read Relationship of Employee Responsible
BUPA_PARTNER_CONTACT_SEARCH
Searches business partners for telephone, , address
ECRM_ISU_COMP_BY_ADDRESS
Check for Existence of Ibase
CRM_ORDER_GET_HEADER_GUID
Get Header GUID for Item GUID pass ref_kind as b
CRM_ORDERADM_H_READ_OW
Read the Header Details for a Business Transaction. Pass the Header guid.
CRM_ORDERADM_I_READ_OW
Read the Line Item Details for a line item. Pass the line item guid.
CRM_ORDER_READ
Get all the Service Contract details.
Note: Pass the requested objects to fetch only the required details.
This can also be used to get the details of activities/leads/opportunities etc.
CRM_ORDER_GETSTATUS
Get status of the Service Contract

26. Data Maintenance Function Module’s Name Description
BAPI_BUSPROCESSND_CHANGEMULTI
Bapi to change Service Contracts programmatically. Pass the inputfields to be modified.
Note: CRM_ORDER_SAVE function module must be called to save the changed contract explicitly after call to this function module.
CRM_ORDER_SAVE
Save the changes made to the Service Contract. Just pass the Header_GUID of the service contract.
CRM_APPT_MAINTAIN_SINGLE_OW
Maintain the Dates for a Service Contract (Start Date, End date, Date of Sale, Planned Contract Start Date etc). Don’t forget to pass the input_fields to be maintained.
CRM_STATUS_MAINTAIN_OW
Maintain the user status of Service Contracts. Don’t forget to pass the input_fields to be maintained.
CRM_IBASE_COMP_CHANGE
Change the Installed Base components
Note:
Always call the FM
‘CRM_IBASE_SAVE’ to save the
changes done to Ibase
BAPI_BUPA_BANKDETAIL_CHANGE
Change Bank Details
BAPI_BUPA_BANKDETAIL_REMOVE
Delete Bank Details
BAPI_BUPA_CENTRAL_CHANGE
Change Central Data
BAPI_BUPA_ADDRESS_CHANGE
Change Address
BAPI_BUPA_ADDRESS_REMOVE
Delete Address
BAPI_BUPA_CENTRAL_SAVEREPLICA
ALE Replicating Central Data
BAPI_BUPA_STATUS_REMOVE
Business Partner: Delete Status
BAPI_BUPR_ACTIVITYP_CHANGE
Change Contact Partner Relationship
BAPI_BUPR_ACTIVITYP_DELETE
Delete Contact Partner Relationship
BAPI_BUPR_CONTP_ADDR_CHANGE
Change Contact Person Relationship Address
BAPI_BUPR_CONTP_ADDR_REMOVE
Delete Contact Person Relationship Address
BAPI_BUPR_CONTP_CHANGE
BAPI_BUPR_CONTP_DELETE
Delete Contact Person Relationship
BAPI_BUPR_EMPLO_ADDR_CHANGE
Change Employee Relationship Address
BAPI_BUPR_EMPLO_ADDR_REMOVE
Delete Employee Relationship Address
BAPI_BUPR_EMPLO_DELETE
Delete Employee Relationship
BAPI_BUPR_RELATIONSHIP_CHANGE
Change General Relationship
BAPI_BUPR_RELATIONSHIP_DELETE
Delete Relationships
BAPI_BUPR_RELATIONSHIP_REMOVE
Delete General Relationship
BAPI_BUPR_RESP_EMPLO_DELETE
Delete Relationship of Employee Responsible

27. Business Transaction Category
Categorization of CRM Business Transaction based on Subobject Category
We have used Subobjects to categorize the Business Transactions in CRM for a leading ISU-SAP CRM implementation.
 Business Transaction Name
Business Transaction Name
SUBOBJECT CATEGORY
Activity
BUS
Service Contract
BUS
Lead
BUS
BUS
Task
BUS
Utility contract item
BUS

28. Business Tranasaction Program Names
Description
CRM_ORDER_READ
CRM_BUPA*
Business partner related programs
CRM_ ACTIVITIES*
CRM_ACTIVITY*
Activity related programs
CRM_ARC*
Archiving related programs
CRM_BILLING*
Billing related programs
CRM_ORDER*
CRM document related programs
CRM_LEASING*
CRM*LEASING*
Leasing related programs
Note:
For Example if you want to retrieve all the activities in CRM, pass the OBJECT_TYPE
as ‘BUS ‘ in CRMD_ORDER_INDEX table.
2. The Subobject Category can be customized for a business transaction from the
transaction SPRO.

29. CRM Table Relationship
BUT000
BUT050
BUT100
BUT020
BUT051
BUT0BK
ADRCC
ADR2
ADR6
CRMD_ORDER_INDEX
CRMD_LINK
CRMD_CUSTOMER_H
CRMD_ORDERADM_H
CRMD_CUSTOMER_I
CRMD_ORDERADM_I
BNKA
TSAD3T
CRMC_PROC_ASSIGN
CRMC_PROC_TYPE
Business Partner
Contract

30. CRM Table Relationship
Linking Business Partner Tables logically 
BUT000 - contains the key as Business Partner Number – thus other details of business partner such as Category, Type, Name, Language, Country, Contact Person etc can be obtained from it by using the corresponding BP Number.
BUT0BK- Using the BP Number and Bank Detail ID, details such as Bank Account Number, Account Holder’s Name, and Name of Bank Account etc can be obtained.
BUT020 – ADRC – ADR2 – ADR6 is the link of tables used to get the Address Details of the BP corresponding to Business Partner Number (obtained from BUT000) and the address number from BUT020 table.
Roles of Business Partner can be obtained from the table BUT100.
Contact Person and related details for a BP number (BUT000) can be obtained using the table BUT051.
Business Partner’s Roles and Relationship Details for BP number (BUT000) can be obtained from BUT050.

31. CRM Table Relationship
Linking Service Contract Tables Logically
CRMD_ORDER_INDEX: Contains GUID’s of all the transactions in CRM. Also provides a link to connect Business Partner with the CRM Transaction.
CRMD_CUSTOMER_H: Contains Additional Contract Details (enhanced fields), linked to Header GUID.
CRMD_CUSTOMER_I: Contains Additional Site Details (enhanced fields), links Header and Item GUID’s for all the transactions.
CRMD_ORDERADM_H: Contains Header Details. GUID field can be used to link with CRMD_ORDER_INDEX.
CRMD_ORDERADM_I: Contains Item Details. HEADER field can be used to link with CRMD_ORDERADM_H (header guid).

32. CRM Table Belonging to One Order Model Objects

33. CRM Table Belonging to One Order Model Objects

34. CRM Table Belonging to One Order Model Objects

35. CRM Table Belonging to One Order Model Objects

36. CRM Table Belonging to One Order Model Objects

37. CRM Table Belonging to One Order Model Objects

38. CRM Table Belonging to One Order Model Objects

39. CRM Table Belonging to One Order Model Objects

40. Master Data Table Table Name Description Business Partner BUT000
BP: General data
Contains Business Partner Number, Partner Category, Partner Type, First Name, Last Name etc.
BUT020
BP: Addresses
BUT050
BP relationships/role definitions: General data
Contains Relationship, Partner Number (PARTNER1), Relationship Category
BUT051
BP Relationship: Contact Person Relationship
Similar to BUT050 , additionally contains Contact Person’s Address data
BUT0BK
Business Partner: Bank Data & Details
BP Number, Bank Key, Bank Country Key, Bank Account Number
BNKA
Bank Master Data
BUT100
BP: Roles
ADR2
Telephone Numbers (Business Address Services)
ADR6
SMTP Numbers (Business Address Services)
Contains – Id of the BP.
ADRC
Addresses (Business Address Services)
BP’s , Country, Post Code, District, Street, Title No Etc
TSAD3T
Table containing the Title text against a Title No.
Note:
Pass the langu key with the
language in which you want the
text.

41. Master Data Table COMM_PRODUCT Master Table for Product CRMM_BUAG
Master table for Business Agreement
CRMM_BUAG_H
Header Data for Business Agreement such as Tax Category, Tax Characteristic, Form key, Business Agreement Class. Data in this table correspond to ISU Contract account table FKKVKP.
CRMM_BABR_H
Rule data for business agreements – data in this table correspond to ISU Contract account table FKKVK
Business Transaction(Service Contracts in Particular)
CNCCRMPRCUSZZBUR
Condition Records for Service Contracts. We get Basic Unit Rate, Standing Charge Rate etc.
(This is a Z table used in a leading ISU SAP-CRM implementation. You can give the table SAP0090 – this is a standard table. – in general all condition tables have the naming convention CNCC*)
CRMD_ORDERADM_H
Contains the Header Information for a Business Transaction.
Note:
It doesn’t store the Business Partner
responsible for the transaction. To
get the Partner No, link it with
CRM_ORDER_INDEX.
This table can be used for search
based on the Object Id(Business
Transaction No).
CRMD_CUSTOMER_H
Additional Site Details at the Header Level of a Business Transaction
CRMC_PROC_TYPE
Master table Business Transaction Type
CRMC_PARTNER_FCT
Definition of Partner Functions
SCPRIOT
Priorities for Activities with priority text.
Pass the langu key with the
language in which you want the
text.
CRMC_PROC_TYPE_T
Text for a transaction type
CRMC_ACT_OBJ_T
Objective Number and Text for Activities
TJ30T
All the status code and text
CRMC_PR_ASSIGN
Transaction Type and its Transaction Type Object.
IBIB
Installed Base/I base
IBIN
Installed Base Components

42. Transaction Data Table
Table Name
Description
CRMD_LINK
Transaction GUID set for all the Business Transactions
CRMD_ORDER_INDEX
Contains Header as well as Item details for a Business Transaction.
Note:
It doesn’t store the Business
Transaction No (Object ID).
To get the Business Transaction No
link the table with
CRMD_ORDERADM_H
2. This table can be used for search
based on the Partner No
CRMD_ORDERADM_I
Stores the Item information for a Business Transaction. The scenarios where we have a Contract Header and within contract we have Line Items for the contract, this table can be useful.
E.g. Service Contracts
CRMD_CUSTOMER_I
Additional Site Details at the Item Level of a Service Contract
SCAPPTSEG
Table for individual Appointment Types for a transaction.
CRM_JEST
Individual Object Status for any business transaction.
CRM_JCDS
Current Status for a business transaction along with set date, set time and status code.

43. Badi’s in SAP CRM One Order Model
Badi's Name
Description
CRM_ORDER_FIELDCHECK
Field check during transactional processing
CRM_ORDERADM_H_BADI
Update of the table CRM_ORDERADM_H
CRM_ORDER_STATUS
Manipulating the status of the transaction
CRM_APPOINTMENT_BADI
CRM_SERVICE_OS_BADI
CRM_ORGMAN_BADI
Manipulating the automatic organization determination
CRM_PARTNER_BADI
COM_PARTNER_DETERM
Manipulating the automatic parterner determination
CRM_ORDER
CRM_CUSTOMER_H_BADI
ORDER_SAVE
Check and manipulate data before the doc is saved
CRM_DATAEXCHG_BADI
Controls the data while the data exchange with R/3
CRM_EEW_CUSTOMER_H
Manipulating EEWB fields
EXEC_METHODCALL_PPF
Action Badi
CRM_COPY_BADI
Copy controls for one order documents
CRM_ORDER_INDEX_BADI
Update of the table CRM_ORDER_INDEX

44. THANK YOU