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John Burton has mentioned in his blog Explaining SAP’s portfolio of “CRM” and “Customer Engagement & Commerce” products that S/4HANA for Customer Management will be released on February 28, 2018.
Now it is time for celebration! With the hard work of my colleagues in SAP Global(including development team in SAP Labs Chengdu), this miracle offering is finally delivered in time. A part of Sales & Service functionalities available in SAP CRM On-Premises(called as SAP CRM for short in this blog) are now integrated into S/4HANA. Being a member of this great development team, I am also proud of such amazing achievement 🙂
In traditional SAP system integration deployment architecture, SAP ERP is connected with SAP CRM by CRM Middleware. There might be some trouble during the data exchange between these two systems in case of incorrect or incomplete customizing.
Fortunately CRM Middleware is widely used by SAP customers all over the world and there are lots of documentation available which can help partners when they encounter all kinds of Middleware error messages.
I have also contributed 31 blogs in SAP community regarding CRM Middleware knowledge share. For your reference I have assembled them together into this link.
Nevertheless some partners still have headaches in Middleware trouble shooting process. Now good news for them: such troubles in data exchange between SAP ERP and SAP CRM could be eliminated in S/4HANA for Customer Management from design perspective, simply because Sales & Service scenario now is directly running on S/4HANA itself, no need of data exchange at all.

How to get it?

It is available in SAP Download Center via this url.
More detail about supported Sales & Service scenario in S/4HANA for Customer Management 1.0, please refer to SAP help documentation.
Let’s have a glance at its UI first. Click the corresponding tile in Fiori Launchpad to start the explore:
If the parameter CRM_UI_PROFILE is maintained with value “*” in user profile, a list of all available business roles will be displayed as below once tile is pressed:
Now I will play with the interaction center scenario by logging on with role S4C_SRV_ICAG.
Suppose a customer named Jerry called interaction center and would like to raise a service request based on a product he has bought with ID 11.
The agent picked up the call and had to identify Jerry as a valid customer first. The identity could be confirmed via various approach like the Account ID in the system, or contact information such as email address or mobile phone number etc( all supported account identify method are listed as fields in “Identify Account” region in below picture).
In this example the agent identified Jerry by Account ID provided by Jerry.
Search by Account ID and click Confirm button:
And then searched the Product by ID 11, and created a new service order based on this product:
Here below is the created service order:
I received lots of questions from local partners in China asking about details of S/4HANA for Customer Management. Here I try to answer some of them:

1. Which technique is used to develop S/4HANA for Customer Management UI?

Jerry: SAP CRM WebClient UI, not SAP UI5.
This is good news for partners who have already gained enough expertise on WebClient UI: this expertise will not turn obsolete but instead continue to bring them success in their future work in S/4HANA.
On the other hand, for those who would like to try something new in UI development, the combination of CDS View plus Smart Template can satisfy them.
I have also tried to build UI in S/4HANA by leveraging this new technology introduced in S/4 HANA and documented what I have learned in 13 blogs in SAP Community.
I have assembled them into one link for your convenience:

2. Any difference between Sales & Service scenario in S/4HANA for Customer and SAP CRM?

Jerry: Scenarios in S/4HANA for Customer Management are a subset of the ones in SAP CRM. More features will be supported in subsequent versions.

3. Continue with question 2: for a given scenario, any technical implementation difference in S/4HANA for Customer Management and SAP CRM?

Jerry: Although a given scenario, take product search for example, looks nothing different but just a click of search button in UI from end user perspective, there are indeed difference in regard to the technical implementation under the hood.
The discrepancy mainly lies in the green area below: Genil Interaction Layer, the persistence models and the API operating on those models.
It is easiest to understand the necessary change of underlying database table in S/4HANA for Customer Management: in CRM there is some concept which has its counterpart in S/4HANA, for example “Product” in CRM and “Material” in ERP.
In CRM a product could be created in tcode COMMPR01 and stored in tables with naming convention COMM_, while in S/4HANA, we create a material in tcode MM01 instead and store the data in corresponding table like MARA.
In this situation, during the integration of SAP CRM Sales & Service scenario into S/4HANA, we have to make a decision which data model should be used. The adopted guideline here is: stick to the model in S/4HANA.
This principle leads to the necessary change to be applied in the API used originally in SAP CRM, where the manipulation on CRM model should be adapted to use S/4HANA model instead.
Take an example to illustrate the API change. Previously it is mentioned that in CRM a product is stored in table COMM_PRODUCT. In S/4HANA for Customer Management now the product is stored in MARA instead.
The product search in S/4HANA for Customer Management is developed by SAP Chengdu development team. We don’t simply figure out all occurrence of “COMM_PRODUCT” in API source code and replace them with “MARA”.
Instead we utilize the recommended modelling approach in S/4HANA: a new CDS view CRMS4V_PRODUCT is introduced to serve the product search which is ultimately built on top of MARA.
In this way, we managed to adhere to the “Code Push Down” best practice, ensuring to put logic execution into database layer as much as possible.
If you have more interest in CDS view, you might have a look at my CDS view self study tutorial.

4. Any changes on One Order Model in S/4HANA for Customer Management compared with SAP CRM?

Jerry: In CRM a order’s data is spread among a series of database tables. The most well-known one should be CRMD_ORDERADM_H for header data and CRMD_ORDERADM_I for item data. The “ADM”(Administration) in the table name acts as a hint: most of business data are NOT stored in either of them, but persisted in other dedicated tables.
The rectangles below with different colors represents different nodes in One Order model in SAP CRM. Each node has a dedicated persistence table. There exists relationship among those nodes, for example, one ORDERADM_I can have multiple PARTNER nodes with different role(ship-to party, sold-to party etc). Such relationship is maintained by CRMD_LINK.
Such kinds of One Order Model in CRM consists of more than 200 database tables for persistence and is proven to be very successful: it works as the foundation of SAP CRM and perfectly serves SAP CRM Customers all over the world.
In Analytics scenario, it should collaborate with another index table CRMD_ORDER_INDEX. As the name indicates, the employ of CRMD_ORDER_INDEX actually reflect a design strategy about trace-off between storage and execution time — Some data from dedicated tables are replicated to this index table in order to accelerate the analytics application at the cost of additional storage wasted.
And in S/4HANA for Customer Management the One Order model is dramatically simplified. All aspect of a order’s header level data(such as ID, description, order type, creator, creation timestamp, involved parties, organization, pricing etc) are stored in a new table CRMS4D_SERV_H.
And for item level data, a sole table CRMS4D_SERV_I accordingly.
A CDS view constructed on top of such flattened table can reduce joins among database tables to the maximum degree so that it can serve analytics scenario by fully utilizing the powerful data processing capability of SAP HANA. Time to say farewell to CRMD_ORDER_INDEX now.
This simplified model enables us to realize the miracle that to have the same data model serve both transactional and analytics application. The CDS view built on top of simplified model can ensure S/4HANA for Customer Management to benefit from the continuous innovation done in S/4HANA.
Thanks to the elegant layering design done in SAP CRM One Order API, its signature can remain unchanged regardless of the fundamental model change in persistence layer. It means suppose you have already been familiar with using One Order API in SAP CRM, you don’t have to learn anything new —— the One Order API usage in S4HANA for Customer Management 1.0 is EXACTLY the same as in SAP CRM.

5. I am an SAP CRM consultant. Will I lose job in the future?

Jerry: if you are patient enough to read here, I guess you might already have answer in heart.
On the one hand, the custom development in S/4HANA for Customer Management still consists of WebClient UI as UI technology and One Order API in the backend. You are already an expert on both and you can CONTINUE with them in your future work.
My personal experience regarding learning a new technique or product is: we either learn new stuff in our daily work( so called on-job study ) or self study in our spare time. In on-job study there is enough chance to practice what we have learned, so it’s far more efficient compared with simply going through learning materials without practice and forget them completely after periods of time later.
In my opinion it is a great opportunity for SAP CRM consultants in S/4HANA for Customer Management since they can not only enlarge their technical / business knowledge on Sales & Service scenario but also can embrace and learn S/4HANA in their daily work, which can bring fantastic value to their career.

Further Reading and update

I hope the series of these blogs can give you a very rough understanding on S/4HANA for Customer Management 1.0. As I still work on it, I will continue to share my knowledge on it in the future.
Thank you very much for reading. Any comments or questions are highly appreciated!
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  1. Carsten Kasper

    Hi Jerry!

    I followed your blogs on the on premise CRM and am delighted to see you working on the S/4 part, too. 🙂

    While reading what you wrote some questions came to my mind, which maybe you can share some more light on. Either here in the comments or maybe in a future blog?

    I had a look at the 1709 S/4 release from the CAL. As a CRM consultant I directly saw the WebClient Framework in the SAP GUI menu. There were even a few tables of the ReportingFrameWork (RFW) migrated. What I could not find were most/any of the well known CRM customizing activities in SPRO. You write about the changes to the OneOrder model. Do you know how the Customizing is setup in the new S/4? Obviously we are not going to have Business Transactions as we know them.

    You write above that the BOL and GenIL layers are still used to feed the WebClient UI. This seems very reasonable to me as otherwise the whole UI would have needed a complete rebuild. What I do not get completely is how the GenIL now interacts with the “new” APIs for BP and BT.
    For transaction handling in BT this seems quite doable. You state that the CRM_ORDER_MAINTAIN and CRM_ORDER_READ are still available. The whole GenIL Component retrieves the data through them. Can you say if the previous layering in _OW, _OB and _DB function modules is still existent and can they be used? To me it seems a very big tradeoff on performance to keep this.
    What is about the searches? I already mentioned the notorious RFW above. It is used for each and every transaction search in SAP CRM. Are all queries in CRM and BI Extractors completely rewritten?
    Business Partner maintenance in BP seems a different story to me. There is no central CRM_ORDER… but like a thousand function modules doing stuff. The approach to searching is very different as well. You do not have RFW, but either BUPA_SEARCH_2 or other function modules. Sometimes even direct SQL in the GenIL layer. Any pointers at how BP is done in S/4?

    Thinking about portability of existing customer processes to S/4 from an on premise SAP CRM: There used to be the OneOrder Event Framework (CRMV_EVENT) and hundreds of BAdIs for BT and BP. We leveraged these SAP provided enhancement capabilities very heavily in our projects. Is the logic for BAdIs and alike still going to be the same? As we operate under the GenIL layer here, the datamodel is extremely important. Especially as we probably do not have the same OneOrder segements (DATE, ACTIVITY_H, PRICING, …) any more.

    Do you by any chance know when this release is available in the CAL to have a first look?

    Ok, too many questions, I stop now. There is just so much coming to my mind. Really eager to see how SAP tackled some of the big issues on S/4 🙂

    1. Jerry Wang Post author

      Hi Carsten,

      Thanks a lot for your reading, and your reasonable comment!

      As I am working on Product and One Order team, so I am able to answer your questions regarding these two topics. I will write separate blogs for them.

      For BP and Customizing setup, there are some other colleagues in Walldorf who are working on them. I don’t know some detail about them so I am sorry I could not share more detail here for the moment. However I am also interested with them and would like to learn more about them. Maybe I will also post some blog in the future.

      “Are all queries in CRM and BI Extractors completely rewritten?” – as far as I know, yes, they will be redesigned and implemented by leveraging CDS technology mentioned in my blog above.

      “Is the logic for BAdIs and alike still going to be the same?” – YES! The One Order model redesign only occurs in persistence layer, if your custom development code follows the best practice(always perform CRUD via One Order function module instead of directly OPEN SQL on persistence table), in theory there should NOT be any changes on your code when you move from CRM On-Premises to S/4HANA.

      Thanks a lot for reading and stay tuned for my future blog 🙂

      Best regards,



      1. Carsten Kasper

        Thanks a lot for the explanation Jerry! So lets get up to speed with CDS Views 🙂

        Hope someone from the Business Partner and Product teams shares some insights, too.

        1. Jerry Wang Post author

          Hello Carsten,

          I have written a blog for One order model redesign and order read works under this new model. Any comment or feedback on it is highly welcome.

          Best regards,


  2. Dirk Bömelburg

    CRM is coming home!

    Dear CAS,

    welcome home to ERP after your journey through new dimensions as CRM, getting a new UI and BOL after  2006s, facing the Cx cloud of CE&C by Design and having now (some licence guys sent out roomers that a return is not possible)  after a journey of approx. 17 years a soft landing home on the ERP planet within the digital core.

    welcome home customer management, welcome to the core!




  3. Spencer Liang

    Hi Jerry,


    Thanks a lot for sharing it. Great explanation in simple language. Hope to read more about S4 CM from you.




  4. Jothivenkatesh M

    Hi Jerry,


    A great insight into the S/4 HANA CM 1.0. Pretty excited to see this happen as i am also working in CRM Master data for Business suite. You have mentioned in one of your replies dated March 1, 2018 at 3:08 am


     ” For BP and Customizing setup, there are two dedicated teams setup in Walldorf working on them”.

    But i believe the Business partner is not from Customer management add on in S/4 HANA rather the Business partner concepts and applications are already available as part of Master data management of S/4 HANA. Am i right at this point?

    Carry on your good work and give us good insights into S/4 HANA Customer Management.

    Best Regards,


    1. Jerry Wang Post author

      Hi MJV,

      Thanks for reading! For BP and Customizing setup, there are some other colleagues in Walldorf who are working on them. I will check details and hope I can share them soon.

      Best regards,


  5. Dnyanesh Joshi

    Hi Jerry

    Thanks for sharing the content!

    Just need to know the roadmap for SAP CRM TPM (Trade Promotion Management) – with latest CBP/TM3.0 functionalities on S/4 HANA.

    Appreciate your reply on the same

    Thanks and Regards

    1. Jerry Wang Post author

      Hello DJ,

      Unfortunately since I am not working on that area I don’t have any information to share, sorry for it.

      Best regards,


  6. Shivanand Hiremath

    Hi Jerry,

    The old CRM has separate framework for Utilities industry i.e UPF. Does the new S4H CRM support Utilities processes? if not, please let me know the planned roadmap.




    1. Jerry Wang Post author

      Hi Shiva,

      Yes, we have now so called “SAP S/4HANA Utilities for Customer Management”, see its help document for detail. Please kindly notice that it is a part of Utilities functionality from SAP CRM On-Premises which are now available in S/4HANA. More features will be added in the following releases. Regarding its roadmap, I am not working on that topic so could not provide any more detail, sorry for it.

      Best regards,



  7. Iliyan Parvanov

    Hi Jerry,

    Great set to blogs and I have 2 questions coming to my mind when I read this article.

    • The first is if there is any information when/if this add-on would be added to the S/4HANA solutions in the SAP Cloud Appliance Library?
    • With the WebClient UI being used in this add-on, would there be a migration at some point later of the UI towards Fiori;

    Best regards,


    1. Oliver Frick

      Hi Iliyan,

      we are working on a version of S/4HANA 1709 FPS01 that includes the CRM add-on, to become available in the Cloud Appliance Library by April.


    Great to Know CRM is back on the new TRACK with S4, Thanks Jerry for sharing,

    I have some query in this regards.

    1. As S4 uses Fiori , how about CRM also come on fiori or might be with both options CRM web UI or Fiori ?

    any Suggestions on that    considering Fiori is moreover platform independent (tablet, mobile ) and with S4 resource it can be easily taken care by.

    2. C4C is already there in market now so how it will be different from                                                 S4Hana on cloud with CRM   vs  Hybris Cloud for sales/ service ?

    Any info on this ?





    1. Oliver Frick

      Hi Deepak,

      CRM WebUI vs. Fiori is one of the most frequent questions we get.
      in S/4HANA for customer management we have started with a UI approach focused on CRM WebUI which was visually harmonized with S/4HANA. This has a number of advantages:

      1. We could re-use most of the SAP CRM coding and thus provide a lot of functionality in only very little time
      2. It is much easier for customers to migrate from SAP CRM to this new CRM option as all custom UI / BOL/GENIL developments, … will mostly work as are. A migration to an all new mandatory Fiori UI would be much more disruptive.
      3. The Fiori design team has done a great job to harmonize the CRM WebUI with S/4HANA. End users barely see a difference.

      Nevertheless I agree that this is not a good option for small form factors (tablet should also work well with CRM WebUI, phones likely not). To this end we are planning to over time complement CRM WebUI screens with Fiori UIs that provide a different, simplified user experience.

  9. Michael Pytel

    Excellent blog and links for further reading! Does SAP have a roadmap for Marketing and TPM to be included in S4HANA? Thank you and keep blogging!


    1. Oliver Frick

      Marketing is explicitly not part of S/4HANA for customer management – you don’t want to spoil your ERP system with tons of marketing data …

      For marketing processes we recommend SAP Hybris Marketing Cloud.

  10. vamsi krishna potta

    Thanks Jerry for the wonderful introduction in simple language….Highly appreciate it.

    I was a great follower of your articles on SAP CRM On premise and now hoping to fall in love again with Customer management articles now……

  11. Dhruvin Mehta

    Personally being a CRM Consultant , I am happy SAP took some amazing steps providing S4 Addon. But I am little confused.

    What does it mean for C4C. Will it be used for sales agents? I dont see a lot benefit in that if the company has S4. And what will happen to applications like Shared services built on CRM OnPrem , I have seen blogs of C4C ticketing system for HR ( ECSC ). So I suppose that would remain in c4c but i think its still a little mist over this applications.

    IT would be great if u can clarify the overall path – for S4 Customer management and c4c.

    1. Oliver Frick

      Hi Mehta,

      C4C and the “S4CRM” (my abbreviation for S/4HANA for customer management” are to quite different solutions. While they may use similar objects like ticket, opportunity, … users work with this data in a very different way. S4CRM is more back end loaded, provides a “transactional” view to data, C4C has a stronger focus on the end-user and a more “fun” way how to work with this. Clearly complementing.

      As for shared services, I think this should be where the process & data is. To this end the current version of S4CRM already supports shard service scenarios for S/4HANA FIN


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