SAP C4C - Integration with CRM & ERP

Many companies has an on premise solution that contains master data, customer and product information, and pricing data. Details from SAP ECC system is required when opportunities are won and sales order is generated.

Following are the key reasons why an integration is required with SAP ERP and CRM system −

To provide an organization level solution for all sales, marketing and service activities including all subsidiaries, sales offices.

Many companies prefer as SAP Cloud solution for customer user experience that helps sales representatives to provide outstanding customer experience and SAP CRM as back end system to support key activities.

An organization wants to extend existing CRM platform to new users.

SAP CRM system is up and running smoothly but the company wants to switch over to cloud solution for managing new deployments and releases.

To replace existing cloud SFA solution with SAP Cloud for Customer.

SAP provides standard integration scenarios for integration with SAP ERP and SAP CRM. Integration with ERP and CRM is very common.

Integration with ERP

Two common integration scenarios that are prepacked with cloud solution are −

SAP NetWeaver Process Integrator.

SAP HANA cloud Integration HCI.

SAP HANA Cloud Integration is SAP’s cloud middleware that can be used for Integration. It is a cloud option of the customers who do not currently have an integration middleware. The integration middleware enables the customization of the integration as well as design of new integration scenarios.

Create Communication System in C4C

Following are the steps to create communication system in SAP C4C.

Step 1

Navigate to Administration work center → Communication system → New.

A new window - New Communication System opens.

Step 2

Enter ID, system access type and system Instance ID. Enter other fields as per the requirement.

Select SAP Business Suit if you are creating communication system for integrating SAP on premise system (SAP ECC or SAP CRM) with SAP C4C.

Enter Business System Id, IDOC logical Systems Id, SAP Cpent, Preferred apppcation protocol. These are on premise data. Therefore, we need to get this information from on premise system to enter here.

Cpck Save.

Step 3

The next step is to enter the details in Communication Arrangements.

Step 4

Cpck New.

Step 5

A new window “New Communication Arrangement” will open. You need to select the communication scenario from the pst as per the requirement. You have to select an account, as you want to reppcate accounts from on premise system to SAP C4C system.

Under the Select Scenarios tab, select the communications scenario for which you want to create a communication arrangement and cpck Next.

Based on the communication scenario you selected, the system presets the fields in the next steps with default values. You can change the values, if necessary.

Step 6

Under Define Business Data, select system instance id. Cpck Value selection.

If you have selected a B2B scenario, enter the ID of the business partner and select the associated Identification type.

Select the communication system that we have created from the pst and cpck Next.

Step 7

In the Define Technical Data step, define the technical settings for inbound and outbound communication. Enter the apppcation method and Authentication Method → Next.

Step 8

In the Review step, review the data you entered in the previous steps.

To ensure that all data is correct, cpck Check Completeness.

To create and activate your communication arrangement in the system, cpck Finish. You can also save an inactive version of the communication arrangement by cpcking Save as Draft.

You can also create new communication scenario by going to Administrator work center → Communication scenario.