11.04.

2018 Users and Roles n SAP ERP and SAP CRM

Users and Roles n SAP ERP and SAP CRM

Use
Account ng clerks from var ous SAP appl cat ons are nvolved n the Shared Serv ces Framework processes,
as well as agents from the SAP CRM Interact on Center. All of those nvolved have to nav gate between
var ous SAP systems n order to create or process serv ce requests, d spute cases and customer contacts. Th s
nav gat on s relat vely stra ghtforward, but presupposes the user has the requ red roles.

Prerequ s tes
You are us ng the Interact on Center of SAP CRM together w th one or more SAP ERP appl cat on
components, such as F nanc al Account ng, Controll ng, SAP Collect ons Management and SAP D spute
Management.

CRM system: you have def ned bus ness roles n Custom z ng for Customer Relat onsh p Management under
UI Framework Bus ness Roles . For more nformat on on bus ness roles n CRM, see Bus ness Roles.

ERP systems: you have def ned the author zat on roles (PFCG roles) us ng transact on PFCG.

In add t on to the bus ness funct on Mult funct onal Shared Serv ce Interact on Center (CRM_SHSVC) n the
CRM system, you have act vated the follow ng bus ness funct ons n the ERP system as necessary:

FI, Enablement for F nanc al Shared Serv ces (FIN_SSC_AIC_1)

FSCM, Enablement for F nanc al Shared Serv ces (FIN_FSCM_SSC_AIC_1)

Travel Management, Enablement for Shared Serv ces (FIN_SSC_TIC_1)

HCM, Integrat on w th Shared Serv ces Interact on Center (HCM_SSC_EIC_1)

Internal Self-Serv ces, Enablement for F n. Shared Serv ces (FIN_SSC_ISS_1)

Features
SAP ERP Company Codes

You have made the follow ng sett ngs n the CRM system for every ERP company code from wh ch users are
to create serv ce requests:

You have created the company code as a bus ness partner.

You have ass gned a role to th s bus ness partner that has been ass gned to the role category F nanc al
Organ zat on (FSSC01).

If a transact on does not conta n a customer or vendor, the system uses th s role to determ ne the
relevant back-end system. Th s s necessary f you want to change a cost center, for example.

In add t on, the system uses th s role to create evaluat ons. Th s s necessary, for example, f you want
to calculate the costs for serv ce requests based on Serv ce Level Agreements.

ERP Users Who Create Serv ce Requests

Account ng clerks who work n an ERP system requ re the follow ng roles:

User master record n the ERP system w th the usual author zat on roles for the r da ly tasks

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11.04.2018 Users and Roles n SAP ERP and SAP CRM

Ident cal user master record n the CRM system w th user role Occas onal User (SSF_OCCUSER);
moreover, th s user master record must be l nked w th a bus ness partner n the CRM system.

You have ass gned a role to th s bus ness partner that has been ass gned to the role category Employee
(BUP003).

Note

The Occas onal User role s used for access ng the Web UI. It allows ERP users to create serv ce
requests n the Interact on Center from the ERP system, and to search for the r own serv ce requests.
For add t onal nformat on, see Launch ng Serv ce Requests from ERP Transact ons.

CRM Users Who Process Serv ce Requests

Account ng clerks who work n a CRM system requ re the follow ng roles:

User master record n the CRM system w th one of the follow ng bus ness roles:

Account ng IC Agent (IC_AIC_AGENT)

Employee IC Agent (IC_EIC_AGENT)

Travel IC Agent (IC_TIC_AGENT)

The user master record must n add t on be l nked w th a bus ness partner n the CRM system.

You have ass gned a role to th s bus ness partner that has been ass gned to the role category Employee
(BUP003).

Ident cal user master record n the ERP systems w th the necessary author zat on roles

For add t onal nformat on about the recommended author zat on roles, see the SAP ERP secur ty
gu de. In the SAP ERP SAP L brary, choose SAP ERP Cross-Appl cat on Funct ons SAP ERP
Secur ty Gu des SAP ERP Central Component Secur ty Gu de Cross-Appl cat on Components
Shared Serv ces Framework .

CRM Users Who Manage the Interact on Center

Users who are respons ble for manag ng serv ce request requ re the follow ng role: IC Manager
(IC_MANAGER).

However, to l nk part cular categor es of serv ce requests n the Account ng Interact on Center w th part cular
categor es of D spute Cases, they requ re the AIC Manager (AIC_MANAGER) role. Th s way, they can
automate the creat on of the d spute cases. For add t onal nformat on about creat ng d spute cases us ng the
SAP D spute Management component, see under L nk ng Serv ce Requests w th D spute Cases.

CRM Users Who Access the Work Centers for SAP Collect ons Management

In the Interact on Center, the follow ng work centers are ava lable to you for SAP Collect ons Management:
My Workl st, All Workl sts, Process Rece vables. The user requ res the follow ng roles for th s:

User master record n the CRM system w th the follow ng bus ness role: Account ng IC Agent
(IC_AIC_AGENT); the user master record must n add t on be l nked w th a bus ness partner n the
CRM system

You have ass gned a role to th s bus ness partner that has been ass gned to the role category Employee
(BUP003).

Ident cal user master record n the ERP systems w th the necessary author zat on roles

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For add t onal nformat on about the recommended author zat on roles, see the SAP ERP secur ty
gu de. In the SAP ERP SAP L brary, choose SAP ERP Cross-Appl cat on Funct ons SAP ERP
Secur ty Gu des SAP ERP Central Component Secur ty Gu de F nanc al Account ng F nanc al
Supply Cha n Management SAP Collect ons Management Author zat ons .

CRM Users Who Access the Work Center for SAP D spute Management

In the Interact on Center, the work center D spute Case Process ng s ava lable to you for SAP Collect ons
Management. Users requ re the follow ng roles for th s:

User master record n the CRM system w th the follow ng bus ness role: Account ng IC Agent
(IC_AIC_AGENT); the user master record must n add t on be l nked w th a bus ness partner n the
CRM system

You have ass gned a role to th s bus ness partner that has been ass gned to the role category Employee
(BUP003).

Ident cal user master record n the ERP systems w th the necessary author zat on roles

For add t onal nformat on about the recommended author zat on roles, see the SAP ERP secur ty
gu de. In the SAP ERP SAP L brary, choose SAP ERP Cross-Appl cat on Funct ons SAP ERP
Secur ty Gu des SAP ERP Central Component Secur ty Gu de F nanc al Account ng F nanc al
Supply Cha n Management SAP D spute Management Author zat ons .

Users Who Use MDG-Based Internal Self Serv ces

Users who want to use Internal Self-Serv ces (ISS) that are based on Master Data Governance (MDG)
requ re the follow ng user master records and roles for th s:

User master record n the ERP or CRM system n wh ch the ISS and the MDG appl cat on have been
conf gured (MDG system), w th author zat on role F nanc als Internal Self Serv ce
(SAP_FIN_INT_SELF_SERVICE). Th s enables users to call the ISS homepage n SAP NetWeaver
Bus ness Cl ent. You can also nclude th s author zat on role n other author zat on roles or use t as a
template to ntegrate the ISS homepage n SAP NetWeaver Portal.

User master records n the back-end systems connected to the MDG system w th an author zat on role
that s ntended for the act v ty of users n the relevant back-end system. Access from the MDG system
to the back-end systems s ach eved us ng Trusted RFC Connect ons. Consequently users requ re an
add t onal author zat on for access to Trusted RFC Connect ons.

Users Who Process MDG-Based Change Requests

Users who process MDG-based change requests need the follow ng roles for th s:

Author zat on role F nanc al Master Data Manager (SAP_FIN_MDM)

Add t onal author zat ons depend ng on the role n the MDG process:

Requester

Only users who have been ass gned to an MDG author zat on group can make change requests.

Approver, Controller

In the MDG workflow, you can ass gn users as processors for change requests that have a
part cular status. Th s way you can mplement MDG roles such as those of Controller or
Approver.

CRM Users Who D splay the Fact Sheet

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Users who d splay the fact sheet for the customer or vendor n the Account ng Interact on Center to rece ve
context-related nformat on of a commun cat on partner requ re a user master record w th the follow ng
roles:

Bus ness role Occas onal User (SSF_OCCUSER)

Author zat on role FSSC: Occas onal Bus ness Role (SAP_CRM_UIU_SSF_OCCUSER)

Users Who Use B ller D rect-Based Internal Self Serv ces

Users want ng to use ISS that are based on SAP B ller D rect, requ re the follow ng user master records and
roles for th s:

Web appl cat on w th the same name for the Web frontend of B ller D rect

Reference user w th the same name n the back-end system n wh ch B ller D rect Self-Serv ces are
runn ng

The reference user must be ass gned to the Web appl cat on. The PFCG roles must be ass gned to the
reference user that author ze the execut on of B ller D rect Self-Serv ces. These ass gnments author ze
the Web appl cat on to execute B ller D rect Self-Serv ces. For add t onal nformat on, see the SAP
B ller D rect Secur ty Gu de under User Management and Authent cat on.

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