SAP S - 4HANA For Customer Management - SAP Blogs

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Product Information
Shridhar Deshpande
February 10, 2019 | 6 minute read
SAP S/4HANA for customer

management
 47  67  60,143
Follow
————————————————————————————————————————
 Like ————-
Update: In September 2019 SAP S/4HANA 1909 has been released to customers.
 RSS Feed The Add-On SAP S/4HANA for customer management is integrated into SAP
S/4HANA core as SAP S/4HANA Service.
For release information notes(2841019) and product updates please refer to:
https://help.sap.com/viewer/c9b5e9de6e674fb99fff88d72c352291/1909.002/e
n-US?q=salesforce%20support
https://help.sap.com/viewer/product/SAP_S4HANA_ON-
PREMISE/1909.000/en-US
https://blogs.sap.com/2019/02/10/sap-s4hana-for-customer-management/ 1/23
For Sales Force Automation(SFA) in S/4HANA 1909 Click here
————————————————————————————————————————
————–
After the tremendous success of SAP S/4HANA in the customer digital

transformation journey SAP began to embed the SAP CRM solution in to SAP
S/4HANA which would reduce the landscape complexity significantly and
consolidate the back-office capabilities.
First among that was the SAP S/4HANA for customer management add-on which
was deployed on SAP S/4HANA 1709 (FPS01) in February 2018. The scope
included the Service Process and the Customer Interaction Center.
In this blog series we will focus on the SAP S/4HANA for customer management
on-premise solution as in :
Part 1 will focus on the Overview, Architecture, Data Model, Roadmap and
Migration Strategy.
Part 2 will focus on the service process, interaction center and adoption of the
solution into one of the early adopters of S/4HANA for customer management.
Recommended read for consultants, existing customers and customer planning

to migrate to SAP S/4HANA for customer Management
SAP Press E-Bites “Introducing CRM in SAP S/4HANA” https://www.sap-

press.com/introducing-crm-in-sap-s4hana_4811/
1. Introduction to SAP S/4HANA for customer management

Overview
SAP S/4HANA for customer management, an add-on on SAP S/4HANA, is an On-

Premise solution for Sales & Service.
This solution allows to manage customer relationship and supports with

functions and processes in the areas of Sales, service order management and
interaction center in the SAP S/4 HANA System.
Architecture
Fig.1
The SAP S/4HANA for customer management integrates seamlessly with SAP
S/4HANA and draws on the same data model as SAP S/4HANA and utilizes
S/4HANA components such as Pricing and Billing. It makes optimum use of the
capabilities provided by the SAP HANA database.
The SAP S/4HANA for customer management has dedicated business

applications and its own business object and generic interaction layers.
The UI has been harmonized with the visual appearance of SAP S/4HANA Fiori
theme and can be configured to meet your business needs.
SAP Process Orchestration (PO) or Cloud Platform Integration (CPI) can be used
as middleware to integrate other systems, provides a tool infrastructure to model
and design business processes – from the overall process flow and the sequence
of activities up to the interface and data types that are needed to integrate SAP
systems and external systems.
Data model & harmonization
Let us look at some of the business objects in classical SAP CRM and SAP ECC.
The business objects are exchanged between SAP CRM and SAP ECC via SAP
CRM Middleware.
Whereas in SAP S/4HANA for customer management the data model is made
much simpler and designed to reduce the data footprint in the organization.
Business objects harmonized are as follows:
The end users experience the master data namely business partner, material,
equipment etc., in SAP S/4HANA for customer management as the integral part
of SAP S/4HANA and hence the master data is now replication free and
harmonized in SAP S/4HANA for customer management.
That means no more middleware is required and no duplication of objects.
For instance, material master database tables such as MARA is used as central
source in both SAP S/4HANA and SAP S/4HANA for customer management.
Organizational model
Due to the UI framework used in SAP S/4HANA for customer management it is

still dependent on the SAP CRM Organizational model, BOL Objects and APIs.
Therefore, a mapping between the SAP ERP Enterprise structure and the SAP
CRM Organizational Model must be maintained in SAP S/4HANA for customer
management. Hence in SAP S/4HANA for customer management a combination
of SAP ERP Organizational structure and SAP CRM Organizational model is
required.
One Order Framework
In the classical SAP CRM, One Order framework is defined as the framework to
handle all the CRM one order documents like Service orders, Sales order,
Activities etc. They have the common structure to handle the data basically
grouped into Header and Items. The Header and item relationship is 1: n and
transaction data are distributed among many tables. It is required to perform join
operation on multiple tables to extract data of any business transaction.
Whereas in SAP S/4HANA for customer management the one order data model
is greatly simplified for service processes. The data is stored in just two tables:
CRMS4D_SERV_H for header data and CRMS4D_SERV_I for item data.
SAP has introduced a new data modeling infrastructure known as CDS (Core
Data Services) in SAP HANA which has significantly reduced the need for
database join operations and the CRMD_ORDER_INDEX table.
UI Framework & Extensibility
The Web UI for SAP S/4HANA for customer management is based on the 3-tier
architecture framework (Presentation Layer, Business Layer & Application Layer),
refer to fig.1, which is based on BSP (Business Server Pages). The UI is
harmonized with the visual appearance of SAP S/4HANA Fiori 2.0 theme, refer to
fig.2, and can be configured to meet your business needs via the framework tools
(view configuration tool) available as previously in SAP CRM.
Fig.2
The extensibility (custom fields) of the business objects is possible via the
‘Custom Fields and Logic Fiori app’ in the Fiori Launchpad. Refer to fig.3
Fig.3
2.Difference between SAP CRM & SAP S/4HANA for customer

management
Some of the significant differences are listed in the below table:
3. Roadmap
*The scope may be changed by SAP without any prior notice
4.Migration approach from SAP CRM On Prem to SAP

S/4HANA for customer management for existing customers*
Upgrade ERP to S/4HANA, keep SAP CRM as a separate system (consider
note 2324473)
Simplify SAP CRM system to become closer to the simplification map (lists
the SAP CRM features not currently supported in SAP S/4HANA for customer
management)à move functionality to S/4HANA

Install SAP S/4HANA for customer management option on S/4HANA, operate
in parallel to SAP CRM (hybrid operation)
Note: the two CRM systems are not directly connected, but synchronize through
S/4HANA data only
Incrementally move SAP CRM processes to SAP S/4HANA for customer

management option.
How to migrate …
Master data: should be in S/4HANA already, else use middleware content or

data migration tools
Customizing: manual task, but similar structure and content in both options
Custom code: manual task, but all supported objects are based on mostly
identical frameworks, object implementations, … Calls to non-supported
objects or direct calls to database will no longer work.
Transactional data: similar structure, but different object references. Generic
data migration tools will be provided, but cost vs. value for migrating historic
transactional data should be considered
Other possible scenarios
Customer is already running SAP S/4HANA and just installing the customer
management add-on
Migrating from ERP and not yet using SAP CRM
*Sample migration steps. May differ from case to case.
For more detailed explanation of SAP S/4HANA for customer management and
migration strategy please refer to SAP Press E-Bites “Introducing CRM in SAP
S/4HANA”.
https://www.sap-press.com/introducing-crm-in-sap-s4hana_4811/
For any other enquiries you maty reach out SAP @ Enquiry.
Refer Part 2 for Service Management capabilities: Service Management in SAP

S/4HANA for customer management
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Assigned Tags
SAP S/4HANA
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47 Comments
You must be Logged on to comment or reply to a post.
Sandeep Kulkarni
February 11, 2019 at 3:38 am
Thank Shridhar for the details blog on the S/4 HANA customer management, this is very useful
information.
Like 0 | Share
John Burton
Great overview! Looking forward to your next blog post in this series!
Like 0 | Share
Surekha Rao
Thanks for the blog Shridhar. You have summarized add-on capabilities very well!
Like 0 | Share
Sanju Joseph
February 19, 2019 at 3:18 pm
Thank you Shridhar Deshpande for sharing blog post with the community!
I am sure the blog will help many customers and developers looking at the early adoption of Customer
Management functionality.
Like 0 | Share
H.M Hofman
Thank you Shridhar for this blog. Do you know anything about PPM or CPM integration in this?
Like 0 | Share
Shridhar Deshpande | Blog Post Author

Hi Hofman,
As per my knowledge the integration of PPM or CPM with SAP S/4HANA for customer
management is not yet available.
Like 0 | Share
Shiny Victoria
Thanks a lot for the blog Sridhar!!. Very well documented !!!
Like 0 | Share
Swapna Om
Thanks Sridhar for all the information. You have covered from architecture till migration strategy very well:)
Like 0 | Share
Alfred Surendran
Nicely articulated Sridhar ! looking forward to more !
Like 0 | Share
Preeti Sharda Sharma

Thank you Shridhar for a wonderful overview.Looking forward to Part2.
Like 0 | Share
Andreas Czech
March 11, 2019 at 10:57 am
Hi Shridhar, thank you for this great overview, this is very helpful.
One question: I assume that SAP S/4HANA for customer management is available only in on-premise
environment. Am I right?
Like 0 | Share

March 18, 2019 at 5:37 am
Hi Andreas,
Thank you.
The SAP S/4HANA for customer management is also available as part of S/4 HANA Cloud
offerings since 1811 release, With this release third party integration for Service Order
management via Open Service Order Management API would be possible.
You can refer to the SAP S/4HANA cloud release notes to get an overview of the latest features
released for customer management.
Regards,
Shridhar Deshpande
Like 1 | Share
john ford
April 1, 2019 at 5:41 pm
Hi
What's about the SAP ECC CS module ?Is the Customer Service module still exist with SAP S/4 HANA.or
the CM module will do the job for both SAP ECC CS and SAP CRM CS.
Regards
John
Like 0 | Share

April 5, 2019 at 4:04 am
Hi,
CS in S/4HANA exists. Plan is to gradually replace CS with SAP S/4HANA for cm. This is subject to
change.
You may refer to the roadmap and release notes of S/4HANA.
Like 0 | Share
Damodara Damodara
April 23, 2019 at 12:54 pm
Hi,
What is a better solution for FSM or CS ??C/4HANA or S/4HANA CM? There is a cloud solution in the
roadmap of S/4HANA CM. Does C/4HANA is preferable? What are the differences between C/4HANA &
S/4HANA CM in terms of migration from non SAP to SAP?
Regards
Damo
Like 0 | Share
Martin Koehler
May 28, 2019 at 10:52 am
Hi Shridhar thank you a lot for this helpful overview.
One question: Do you know about the possibility of SAP Commerce Integration in S/4HANA for customer
management?
Like 0 | Share

May 30, 2019 at 10:25 am
You may have to leverage the APIs in SAP Commerce to integrate.
Like 0 | Share
Adriano Puleo
May 31, 2019 at 3:24 pm
Hi,
does the "customer management" require addictional licenses?
Also can i use it even if I don't have any previous CRM?
Thanks and regards
Adriano
Like 0 | Share

June 14, 2019 at 1:57 pm
Hi Adriano,
I suggest to contact SAP enquiry link mentioned in my blog for any license related queries.
Like 0 | Share
Prasad Madhukar Sheth

June 5, 2019 at 1:26 pm
Hello Shridhar,
Thanks for this wonderful blog, Very Informative.
What would be a reference point for Engine consolidation (S4 Pricing and Billing) to start with in S4CRM?
Regards
Prasad
Like 0 | Share

June 14, 2019 at 2:00 pm
Hi Prasad,
I could not understand what you meant by reference point for engine consolidation. S/4HANA for
cm now uses the prices and conditions from the S/4HANA pricing engine. S/4HANA for cm
doesn't require IPC and java routines for price calculation...thank you.
Like 0 | Share
Prasad Madhukar Sheth

June 19, 2019 at 5:45 pm
Hi Shridhar,
With Engine Consolidation for Pricing and Billing, is there any feature consolidation
between SAP CRM Pricing and S4HANA Pricing? What would be the Strategy to migrate
the existing Pricing Routines from CRM to S4CRM if the sales and service processes are to
be migrated into S4HANA?
Regards
Prasad
Like 0 | Share

July 2, 2019 at 8:30 am
As of now you need to rewrite the routines (ABAP) in S/4HANA pricing engine as
there is no IPC in S/4HANA..
Like 0 | Share
Maik Offerle
June 27, 2019 at 10:37 am
Hello Shridhar Deshpande
can you say something about the differences and future directions between the C/4HANA portfolio and
SAP S/4HANA for customer management?
Thanks and Regards
Maik
Like 0 | Share

July 31, 2019 at 7:58 pm
Hi,
C/4HANA is a suite for cloud solutions like Sales, Marketing, Commerce, Service and Customer
Data Cloud where as S/4HANA for cm will be part of S/4HANA from 1909. Read help documents
for future releases of S/4HANA for cm.
Like 0 | Share
S Iyer
November 19, 2019 at 8:27 am
Hi Shridhar, what is the transition path for existing customer Licences for customers
moving from SAP CRM on HANA DB to SAP S/4HANA Customer management.
Like 1 | Share
balaji Parthakadi
July 4, 2019 at 12:38 pm
Hello Sridhar,
Thanks for the excellent explanation..
Can you help me to find the relevant Customer Management Fiori apps
Regards,
Balaji
Like 0 | Share
Amin Hoque
Hello
There are no Fiori apps yet. The solution uses the Web Client UI from CRM online.
See the test script here:
https://rapid.sap.com/bp/#/browse/categories/sap_s%254hana/areas/on-
premise/packageversions/BP_OP_ENTPR/S4HANA/1909/US/6/EN/scopeitems/41V
See help here:
https://help.sap.com/viewer/c9b5e9de6e674fb99fff88d72c352291/1909.000/en-
US/e3e687eadff84474a0dae9f98531c0e0.html
Amin.
Like 0 | Share
Ankur Chawla
July 29, 2019 at 2:18 pm
Thanks for the information Shridhar.
Just a quick question, we create sales organization in customer management by replicating SD Sales
organization through the transaction.
But how we can create service organization in Customer Management?
Please reply.
Thanks
Like 0 | Share

July 31, 2019 at 7:53 pm
Hi,
You will have to create service organization manually in the create or change organization model
(PPOCA/PPOMA).
Like 0 | Share
DEEPAK GORANI
September 4, 2019 at 6:06 am
HI Sridhar,
Could you share the 1909 features in CRM for S/4HANA.
Does it needs a separate licence cost or it includes in S/4HANA.
Thanks,
Deepak
Like 0 | Share
Amin Hoque
Hello Deepak
The 1909 help is now available. For example:
https://help.sap.com/viewer/c9b5e9de6e674fb99fff88d72c352291/1909.000/en-
US/e3e687eadff84474a0dae9f98531c0e0.html
Also the scope item in Best Practice Explorer here:
https://rapid.sap.com/bp/#/browse/categories/sap_s%254hana/areas/on-
premise/packageversions/BP_OP_ENTPR/S4HANA/1909/US/6/EN/scopeitems/41V
Cheers
Amin
Like 0 | Share
DEEPAK GORANI
November 19, 2019 at 2:29 pm
Thanks Amin !
Like 0 | Share
Vinay Joshi
September 4, 2019 at 12:34 pm
Hi Shridhar,
Thanks for sharing excellent blog on customer management. I would like to know that SAP is still
considering to continue CRM old Genil/Bol architecture internally? Is there any future road map to replace
Genil/Bol architecture?
Thanks,
Vinay Joshi
Like 0 | Share

Hi Vinay,
As of now no.
Like 0 | Share
Yogeshkumar Patil
September 24, 2019 at 8:17 am
Hi Sridhar,
Do you see in future, CS module will get Obsolete in S4 ?
Thanks
Yogesh
Like 0 | Share
Shubhankar Dutta
December 3, 2019 at 10:09 pm
Very well written Shridhar. Great work! Keep it going.
Like 0 | Share
Abdulrahman Saifuddin
January 4, 2020 at 4:05 pm
Thank you very much for the great article
do you know how the cost will may calculate for the resource assigned to the services in the opportunity
and how system service price.
thank you again
Like 0 | Share
Daniel Emmenegger
Hi Shridhar
Is there a best practice or a migration-cockpit-object to migrate the crm orders from onPrem-Crm to
S/4HANA Customer Management?
Thank you
Daniel
Like 0 | Share
Sap OnlineTrainings
Ihttps://saponlinetrainings.com/sap-crm-online-training/ came to know much more details on SAP CRM.

Thanks for the information provided.
<a href="https://saponlinetrainings.com/your-guide-to-sap-crm-online-training/">crm online
training</a>
Like 0 | Share
chaithanya mk
Hi Shridhar,
Thanks for the post, gives a good insight on future CRM processes in S/4HANA.
However, I’m disappointed that SAP decided to simply adopt Webclient which is more than 15 year old
technology. Webclient has been a sore edge of SAP CRM for years!
I hope SAP releases Fiori apps soon.
What do you think?
Thanks,
Chaithanya.
Like 0 | Share
Andreas Zizler
Hi.
Exists already a plan or detailinformations for a customer Management release in 2020?
Thanks.
Andreas
Like 0 | Share
Asli Ozturk
June 4, 2020 at 7:23 am
Hi,
I need to create a custom table on the client in the WEB UI. I couldn't find a source on where I can create it.
Do you have a solution suggestion on this subject?
Like 0 | Share
Jagadheeswara Raju B
July 4, 2020 at 2:15 am
Hi Sridhar,
I am new to BRIM . Can you please let me know how to launch CRM WebUI in s/4 1909.
Regards,
Raju
Like 0 | Share
Paresh Chandramaniya
August 20, 2020 at 7:07 am
Hi Shridhar,
Thanks for a such a detailed information on S/4 HANA CM. I am looking for Blog/guidebook for product
configuration in S/4 HANA Customer Management. Could you please help me out here.
Thanks & Regards
Paresh
Like 0 | Share
Fernando Simovic
September 10, 2021 at 4:34 pm
Hi Shridhar,
Would you send me which restrictions or which functionalities are lost with the new Service S4HANA? , for
instance the integration with Warranty claims?
Thanks in advance.
Fernando.
Like 0 | Share
Jeroen van der Aa

December 9, 2021 at 1:15 pm
I need to integrate Communication software with S4HANA CM solution . I have seen below Busines role is
provided, could you please guide how to integrate and what are the configuration needs to be performed .
S4C_SRV_ICAG - Service IC Agent
Like 0 | Share
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07/07/2023, 10:35 SAP S/4HANA for customer management | SAP Blogs

 Do you have an S- or P- account? 

Ask a Question Write a Blog Post Login

SAP S/4HANA for customer

For Sales Force Automation(SFA) in S/4HANA 1909 Click here

After the tremendous success of SAP S/4HANA in the customer digital

Recommended read for consultants, existing customers and customer planning

SAP Press E-Bites “Introducing CRM in SAP S/4HANA” https://www.sap-

1. Introduction to SAP S/4HANA for customer management

SAP S/4HANA for customer management, an add-on on SAP S/4HANA, is an On-

This solution allows to manage customer relationship and supports with

The SAP S/4HANA for customer management has dedicated business

Data model & harmonization

Business objects harmonized are as follows:

That means no more middleware is required and no duplication of objects.

Due to the UI framework used in SAP S/4HANA for customer management it is

One Order Framework

UI Framework & Extensibility

2.Difference between SAP CRM & SAP S/4HANA for customer

*The scope may be changed by SAP without any prior notice

4.Migration approach from SAP CRM On Prem to SAP

management)à move functionality to S/4HANA

Incrementally move SAP CRM processes to SAP S/4HANA for customer

Master data: should be in S/4HANA already, else use middleware content or

Other possible scenarios

*Sample migration steps. May differ from case to case.

Refer Part 2 for Service Management capabilities: Service Management in SAP

SAP Customer Relationship Management

Similar Blog Posts 

License measurement for S4HANA utilties for customer management

Software Component details

You must be Logged on to comment or reply to a post.

Shridhar Deshpande | Blog Post Author

Nicely articulated Sridhar ! looking forward to more !

Preeti Sharda Sharma

Thank you Shridhar for a wonderful overview.Looking forward to Part2.

Shridhar Deshpande | Blog Post Author

Shridhar Deshpande | Blog Post Author

You may refer to the roadmap and release notes of S/4HANA.

Hi Shridhar thank you a lot for this helpful overview.

Shridhar Deshpande | Blog Post Author

You may have to leverage the APIs in SAP Commerce to integrate.

does the "customer management" require addictional licenses?

Also can i use it even if I don't have any previous CRM?

Thanks and regards

Shridhar Deshpande | Blog Post Author

Prasad Madhukar Sheth

Thanks for this wonderful blog, Very Informative.

Shridhar Deshpande | Blog Post Author

Prasad Madhukar Sheth

Shridhar Deshpande | Blog Post Author

Hello Shridhar Deshpande

Thanks and Regards

Shridhar Deshpande | Blog Post Author

Thanks for the excellent explanation..

See the test script here:

See help here:

Thanks for the information Shridhar.

But how we can create service organization in Customer Management?

Shridhar Deshpande | Blog Post Author

Could you share the 1909 features in CRM for S/4HANA.

Does it needs a separate licence cost or it includes in S/4HANA.

The 1909 help is now available. For example: