Page 1 of 13

Demystyfying sAP CRm teChniCAl

Page 2 of 13

Table of Contents

1.0 Executive Summary .............................................................................. 3

1.1 Document Purpose...........................................................................................3 1.2 Document scope...............................................................................................3

2.0 Tables .................................................................................................. 4 2.1 Master Data Tables ..........................................................................................4 2.2 Transaction Data Tables...................................................................................5 2.3 Table Enhancements........................................................................................5

3.0 Table Links for Data Retrieval ............................................................... 7 4.0 Data Retrieval....................................................................................... 8 5.0 Function Modules.................................................................................. 9

5.1 Data Creation...................................................................................................9 5.2 Data Retrieval ................................................................................................10 5.3 Data Maintenance ..........................................................................................11 5.4 Generic ..........................................................................................................12 5.5 Other .............................................................................................................12

6.0 Additional Details ............................................................................... 13 6.1 Commonly Used Transactions ........................................................................13

Page 3 of 13

1.0 Executive Summary 1.1 Document Purpose

Provide functional consultants with the basic technical information enabling them to write better Functional Specification, reducing the timeframe in development of an object.

Reduce the learning curve for Technical Consultants new to SAP CRM. 1.2 Document scope

The document comprises of

Details about most commonly used master/transaction/enhanced tables Details about most commonly used function modules for data

creation/retrieval/maintenance Most common data retrievals linking various master/transaction tables.

Page 4 of 13

2.0 Tables

2.1 Master Data Tables 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 Email – Id of the BP. ADRC Addresses (Business Address Services)

BP’s Complete Address Details- City, 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.

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: 1. It doesn’t store the Business Partner responsible for the transaction. To get the Partner No, link it with CRM_ORDER_INDEX. 2. 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

Page 5 of 13

CRMC_PROC_TYPE Master table Business Transaction Type CRMC_PARTNER_FCT Definition of Partner Functions SCPRIOT Priorities for Activities with priority text.

Note: 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/Ibase IBIN Installed Base Components

2.2 Transaction Data Tables

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: 1. 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.

2.3 Table Enhancements Following tables were enhanced as per the project requirement in a leading ISU-SAP CRM implementation. Easy Enhancement workbench can be used for enhancing most of the transactions in CRM.

Table Name Description BUT000 Fields such as Registration No, SIC Code, Cost to

Serve etc. that appear in the additional details tab in BP transaction

CRMM_BUAG_H Fields such as Acc in Legacy, Invoice Output, Clearing Category, Bill Form, Lock Process Type etc. that appear in the Business Agreement tab in BP transaction

CRMD_CUSTOMER_H This table is used as an extension of the service

Page 6 of 13

contract header i.e. if there is a requirement to add new fields to CRMD_ORDERADM_H then; this table has to be used to add the fields.

CRMD_CUSTOMER_I This table is used as an extension of the service contract header i.e. if there is a requirement to add new fields to CRMD_ORDERADM_I then; this table has to be used to add the fields. For e.g. fields required for additional site details tab at item level of Service Contract are added to this table.

Page 7 of 13

3.0 Table Links for Data Retrieval

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

Page 8 of 13

4.0 Data Retrieval 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. 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).

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 SUBOBJECT CATEGORY Activity BUS2000126 Service Contract BUS2000112 Lead BUS2000108 Opportunity BUS2000111 Task BUS2000125 Utility contract item BUS2000147

Note: 1. For Example if you want to retrieve all the activities in CRM, pass the OBJECT_TYPE

as ‘BUS2000126‘ in CRMD_ORDER_INDEX table. 2. The Subobject Category can be customized for a business transaction from the transaction SPRO.

Page 9 of 13

5.0 Function Modules

Function Group BUBA_3 – Contains function modules to read and change business partner addresses, central data, bank details, payment cards, roles. Function modules for contact person and employee specific information retrieval / change are also included. For most of the function modules that retrieve data, business partner number is passed as import parameter. Data is retrieved in the table specified in the interface. Return table returns status messages. For most of the function modules that add business partner related details, business partner number and a table containing the details to be added are passed via the interface. Return table returns status messages. 5.1 Data Creation 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 BAPI_BUPA_FRG0130_CREATE Create Business Agreement BAPI_BUSPROCESSND_CREATEMULTI BAPI to create Contract. Populate the Header and

Line Item Details before calling the BAPI

Page 10 of 13

5.2 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, E-Mail,

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 Read Contact Person Relationship Addresses BAPI_BUPR_CONTP_GETDETAIL Read Contact Person Relationship BAPI_BUPR_EMPLO_ADDRESSES_GET Read Contact Person Relationship Addresses 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 Read General Relationship BAPI_BUPR_RESP_EMPLO_CHEKEXIST Read Relationship of Employee Responsible BUPA_PARTNER_CONTACT_SEARCH Searches business partners for telephone, E-Mail,

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 Note: CRM_ORDER_READ Function Module

1. 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.

2. Always pass the IT_REQUESTED_OBJECTS structure to this function module to fetch the required details only.

3. 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.

Page 11 of 13

Some Exporting Parameters in CRM_ORDER_READ Function Module 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

5.3 Data Maintenance 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. Note: CRM_ORDER_SAVE function module must be called to save the changed contract explicitly after call to this function module.

CRM_STATUS_MAINTAIN_OW Maintain the user status of Service Contracts. Don’t forget to pass the input_fields to be maintained. Note: CRM_ORDER_SAVE function module must be called to save the changed contract explicitly after call to this function module.

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_BANKDETAIL_CHANGE Change Bank Details BAPI_BUPA_BANKDETAIL_REMOVE Delete Bank Details

Page 12 of 13

BAPI_BUPA_CENTRAL_CHANGE Change Central Data 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 Change Contact Person Relationship Address 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

5.4 Generic Name Description BAPI_CURRENCY_CONV_TO_INTERNAL Function Module to convert the Currency field to

internal format. Enter the currency and amount to convert.

CCM_GO_BACK_MONTHS Go Back specified number of months from a given date.

5.5 Other Name Description ECRM_ISU_ACTIVITY_DISPLAY Displays an activity by taking the Business

Transaction Number for the same. CRM_CLM_CREATE_CALL_LIST Create call list for activities generated

Page 13 of 13

6.0 Additional Details 6.1 Commonly Used Transactions Transaction Description BP Business Partner (Creation/View/Modification) CIC0 Customer Interaction Centre CRMD_ORDER CRM Transaction (Create/View/Modify) SPRO Configuration related settings CRMD_CALL_LIST Create/ Maintain Call list IB51 / IB52 / IB53 Ibase Creation / Change / View COMMPR01 Maintain Products PPOSA_CRM Display Organizational Model SBDM Bdoc maintenance SMOEAC Administration console – CRM Middleware SMQ1,SMQ2 Queue monitoring transactions for inbound

and outbound queues. SMW01 Transaction for monitoring bdocs.