1. be accessed with transaction code COD_INT_MENU. In

1.    Integration

The
following chart gives a high-level overview of the company master and
transactional data requirements, that will flow.

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1.1.  SAP ERP and C4C

For
most existing customers already using SAP On-premise systems, implementing a
cloud solution means leveraging their existing data (both master data and
transaction data). To speed up the process of replicating such data from
customers on premise SAP ERP system to customer’s SAP Cloud for Customer
tenant, SAP has provisioned standard ABAP reports. The reports are designed to
drastically reduce initial load times of your data into SAP Cloud for Customer.
The reports can be accessed in ERP with transaction code COD_INT_MENU.

For
the following objects an initial load from ERP will be performed in the
following order:

Sales Organization Model
Product Hierarchy
Materials
Accounts and Account
Address (generated based on account)
Currency conversion (independent
from above objects)

The
transactional data flow for tickets, deliveries and billing documents will be
handled through the enhancement of the integration flows delivered for field
service.

1.1.1.             
Sales organization model

The Requirement:
The interface should allow replication of the sales organization hierarchy from
ERP. The flow is unidirectional.

Approach:
In ECC there is a standard report “Load or Resend Organizational Hierarchy”
which can be accessed with transaction code COD_INT_MENU.  In this report you can enter the required
sales area data that will be replicated.

1.1.2. Product
hierarchy and materials

The Requirement:
New materials created in SAP ERP should be replicated. The replication flow is
unidirectional.

Approach:
Before materials can be downloaded, we need to set up the product hierarchy.
However, there is no standard report in SAP ERP for replication of Product
Hierarchy. By default, SAP Cloud for Customer accepts only one hierarchy. There
are two approaches to maintain product categories within that default product
hierarchy

Manual maintenance
Data upload using
Migration workbench

After
the product hierarchy is loaded, the materials can be downloaded.  In ECC there is a standard report “Load or
Resend Materials” which can be accessed with transaction code COD_INT_MENU.  In this report you can select the materials
that will be replicated.

After
the initial load of material data from ERP, all the changes made in the source
system are replicated into the target solution during a scheduled, daily run.
The Material Replication Request view provides an overview of the replicated
material with the status of the run and allows you to submit material requests
as required, if you make changes that you need to replicate before the next
scheduled run.

1.  

1.  

2.  

1.1.3. Accounts and
account addresses

The Requirement:
The following account types need to be uploaded:

Custom account types:

International Groups are maintained as Customer Group 3 entries at
customer level in ERP. Upon creation of a new customer group 3 in ERP. The
flow is unidirectional, from ERP.

National Groups are maintained as Customer Group 2 entries at
customer level in ERP. Upon creation of a new customer group 2 in ERP. The
flow is unidirectional, from ERP.

Approach:
OOS – For the above 2 types there is no standard download program. A custom
flow and assignment program needs to be created or the accounts can be created
and maintained directly.  This will only
be needed when Cloud for Sales is implemented.

ERP customer master accounts:

Tracking partner is a special account,
maintained a partner function related to a customer in ERP.. The flow is
unidirectional, from ERP.
Direct accounts should have a unidirectional flow, from
ERP.
Ship-to parties should have a unidirectional flow, from
ERP.
Payers should have a unidirectional flow, from
ERP.
Bill-to parties should
have a unidirectional flow, from ERP.

Approach:
The 5 types above all have customer account groups and can be downloaded with
the standard report “Load or Resend Customers” which can be accessed with
transaction code COD_INT_MENU.  In
this report you can select the accounts that will be replicated.

After
the above accounts are downloaded, the account addresses will be downloaded
with the standard report “Load or Resend Customer Addresses”

1.1.4. Currency
conversion rates

The Requirement:
The interface should insure a unidirectional currency conversion rates
replication from ERP.

Approach:
Import of currency conversion rates can be done either manually or via excel
import into SAP.

1.1.5. Pricing

The Requirement:
ERP SD pricing should be available to determine the ticket value (either
real-time call or download of pricing conditions).

Approach:
Pricing will not be downloaded, but will be available through a standard real
time call from the ticket to ERP.

1.1.6. Ticket
replication

The Requirement:
The interface should insure a unidirectional ticket replication to ERP. Depending
on the ticket type, a different ERP document should be created (debit memo,
credit memo, and return order).

Approach:
The standard integration flow provided for field service (see picture below)
will be enhanced to create the correct (custom, existing) credit, debit, return
and free of charge orders. 

 

1.1.7.  Billing document

The Requirement:
The ERP billing document (issued for credit memo, debit memo or return
documents as a follow-up from a ticket) should be displayed in a PDF version.

Approach:
The standard integration flow provided for field service will be enhanced to
retrieve the PDF billing note as an attachment in the ticket.

1.1.8.  Delivery document

The Requirement:
The ERP delivery document should be available for search and tickets should be
created with reference to these documents. This needs to update the document
flow in ERP to link the delivery document to the credit memo/debit memo/return
document created from the ticket.

Approach:
A custom enhancement similar to the standard “ECC Search for sales orders”
functionality will be developed. At creation of the ERP sales document, the ERP
create with reference function module will need to be called to create the ERP
document flow.

1.2.  Self-Service
portal

The Requirement:
The interface should allow the creation of a ticket from the portal with the
below information (the list is not final). Additional fields can be created, if
a logic is not behind them:

·        
Customer account

·        
Type of complaint

·        
Claimed products IDs

·        
Claimed quantities for products (for quantity
related claims)

·        
Claimed prices for products (for price
differences related claims)

·        
Attachments (pictures, MS Office documents, PDF
documents)

·        
Delivery or invoice document ID, in relation to
which the claim is submitted

·        
Indicator (flag) if the customer would like to
keep the products (only for over shipment claims)

·        
Comments

For
warranty claims there are specific fields that should be available (the list is
not final). Additional fields can be created, if a logic is not behind them:

·        
Vehicle make/model/year

·        
Motor code

·        
Engine No.

·        
Duration of use (km)

·        
KM installed

·        
KM failed

The Portal interface should allow the customer to check the status of
his tickets at any time. The statuses visible to customers will be different
from the internal ones