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CRM Service vs Customer Service or SM


I´ve been trying to learn the diferences between CRM service and Service Management in ERP, how to decide which of them implement in a business process, what are the advantage and disadvantage to use one or other one.

Could someone give a explanation, please

Former Member replied


It would be great if you could eloborate your question in-detail. Please find a standard scenario (of Equipment Master) below and I hope it helps you:

u2022 Equipment is created in SAP ERP, either from a delivery (serialized material where the serial number profile is configured to create equipment) or from the production order

u2022 On saving the equipment, the data is replicated to SAP CRM via middleware

- On the SAP CRM side, an iObject of type u201C0401u201Dis created and an IBase component is also created

u2022 If the equipment is a child of another equipment, for example, a sub-item in a Bill of Materials (BOM), and the parent equipment has previously been distributed to SAP CRM, then the child equipment is attached to the parent

- As a result, the IBase component for the child is attached into the IBase of the parent

- Standard information from the equipment such as serial number, material number, and so on is copied over

u2022 If the parent has not yet been replicated to SAP CRM, then a new IBase is created with a new component

- The moment the parent becomes available in CRM, the child component is moved under the parent, and the IBase for the child is marked as u201CDeletedu201D

u2022 If there are partner records to the equipment in SAP ERP, then the partners are also replicated across

- The partners can be assigned either to the IBase component itself or to the iObject (depends on configuration of the object family)

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