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CRMC_IC_AIC_LOGROL - Assign Mapped Logical System to Business Roles

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In this Customizing activity, you can map your business roles to defined logical systems. This mapping is required to enable agents to deliver service to business partners that originate from different SAP ERP back end systems, in one interaction center (IC) session in SAP CRM.

The settings in this Customizing activity are only relevant if you are connecting multiple SAP ERP back end systems to a single SAP CRM system client.

Connecting multiple SAP ERP back end systems to a single SAP CRM system client should only be done if the segregation of data from different customers (different back end systems) in the SAP CRM system is not required. If the segregation of data from different customers is required for legal or technical reasons, we recommend using the client switch function for connecting multiple SAP ERP back end systems.

The IC in SAP CRM supports connecting multiple back end systems to a single SAP CRM system client for the Shared Services Center scenario, for processes in the areas of financial shared services and HCM shared services. For other scenarios, connecting multiple back end systems to a single SAP CRM system client must be evaluated on a project basis, under consideration of the business objects that are part of the processes in question.

• You have defined the required logical systems in Customizing for Customer Relationship Management under CRM Middleware and Related Components -> Exchanging Data with External Components -> XIF Adapter Setup -> Outbound Direction -> Settings for IDoc Processing-> Set Up Logical System -> Define Logical System.

• You have defined the mapping of logical systems for launch transactions. You do this in the SAP GUI, on the SAP Easy Access screen under Interaction Center -> Interaction Center WebClient-> Administration -> System Parameters -> Define Transaction Launcher Logical Systems and URLs.

If you are connecting multiple back end systems to a single system client in the SAP CRM system and want to use launch transactions, you have to configure the target back end systems of the launch transactions as dynamic. You do this by selecting the MultiSys (Multiple Systems) checkbox.

• You have made the necessary settings for the corresponding processes in the areas of financial shared services and HCM shared services. For more information, see the configuration information for these processes in SAP Solution Manager (for example the Accounting Interaction Center - Exception Handling / Responsibility Split process).

• For general information about connecting several back end systems to one main system client, see SAP note 1084315, SAP note 1062808, and Customizing documentation under Customer Relationship Management -> CRM Middleware and Related Components -> Multiple Exchange Projects (MEP).

• The settings you make in this Customizing activity overrule the back-end remote function call settings in the following profiles:

• Agent inbox profile

In the agent inbox, the mapping to a back end system client is used to search for workflow workitems in the corresponding SAP ERP back end system.

• Account identification profile

In the account identification profile, the mapping to a back end system client is used to search for employee details in the corresponding SAP ERP back end system.

• Note that searches made in multiple SAP ERP systems can be performance critical and must not be included in predefined searches.

• Choose the relevant business role.

• Choose a logical system and the relevant mapping.

The mapped logical system appears on the IC user interface with the field label Back-End Client.

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This documentation is copyright by SAP AG.

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