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Organize the Org!!

Let us start with the Organization Structure which is one of the most important aspect in a company. Organizational Management is basically containing all the information and it can be used to provide the graphical structure of the organization chart. It is used in an organization where we need to organize groups of people who work together in an organized way to perform various tasks within the organization. All organizations have a management structure which determines the relationships between Functions, Positions, roles and responsibilities to carry out defined tasks. So basically, it provides a single consistent view of the organization with legal, functional and operational aspects.

SAP Cloud for customer access the organizational management information whenever business process requires the enterprise information which includes these points: -

  • Distribution of Work within organization at employee level as well as organization unit level

  • Map your sales, service and marketing structure in the SAP C4C organizational Model

  • Identify the employee in an organization to which team they belong to whether sales or service

  • Setting up an organizational structure enables automated routing of work such as opportunities, sales quotes, and service requests.

The organizational structure is comprised of units that represents departments or divisions with its employees and managers and it provides a unified or graphical representation of your company’s organizational data. Let us begin to create the organizational structure where we have to build the structure from top to down. Any implementation in SAP C4C, it is important that a customer’s organization is set up correctly. We have to work with the customers to map their organizational structure in the tenant. We established our organization structure as a pre-requisite to going live.

Cloud for Customer Does it in style:

  • The uppermost node of your org structure should be an org unit defined with the Company function.

  • The node that you create directly below the Company node should be either a Sales Organization, Service Organization, Marketing Organization or Reporting Line Manager. If your company uses both the sales and service functions of the solution, then your org structure will have both types of nodes below the company.

  • The nodes that you create below the Sales Organization node can be defined as Sales Units and the nodes that you create below the Service Organization node can be Service Units.


1) Navigate-->Administrator-->General Settings-->Company-->Org Structures.


2)Create a new org unit by choosing New Org Unit.

3)To create a new sub-org unit, select the parent org unit in the list and then choose New Sub Org

Unit or enter the Parent Unit in the form.

4)Enter the Valid from date (today's date, or a future, fixed date) and the Valid to date that is organizational structure is time dependent

5)Enter the address details for the unit.

6)Select the appropriate functions for the unit, let us discuss each functions in the org unit: -

  • Sales: - The Sales function indicates that the org unit is responsible for the processing of documents, such as opportunities or sales quotes.

  • Sales Organization: - The Sales Organization function indicates that the org unit represents the top level of a sales hierarchy. The sales organization is also used for defining sales data in master data. Internal price lists can be defined based on the sales organization and distribution channels. The combination of the sales organization, distribution channel, and division is also included in sales documents, such as sales orders or service orders. We can also assign products based on the sales organization data.

  • Service Organization: - The Service function indicates that the org. unit to which it is assigned represents the organization that provides customer service

  • Service: -TheService function indicates that the org unit is responsible for the management, monitoring, and execution of services, such as the handling of product inquiries, customer tickets etc.

  • Marketing: -The Marketingfunction indicates that the org unit is responsible for target group and campaign management, capturing campaign responses, market and competitor information, and lead generation.

  • Company: - In the context of organizational management, a Companyrepresents an org unit Each org structure must contain at least one org unit that is defined as a company.

  • Reporting Line: -It represents an org. unit that has personnel responsibility within the reporting line. If a manager is assigned to the reporting line unit, all employees on the org. unit and below it reports to that manager.

7) Once we saved all these information, we need to map the function with the org unit

8)After mapping the function of the org unit, we have to select the employee tab where we have to    define the managers or employee for that particular org unit. An employee can be assigned to only one org unit. A manager can be assigned to multiple org units. We have to select the validity date for both the employee or manager under that unit.

9)Save the entries.

Manage the Users:

Let’s now look at the user management in sap c4c where we have to maintain the employee records in a system, through a combination of employee records, business users, business roles, and access restrictions, we can customize and control users' access to our solution. There are a few mechanisms available in SAP Cloud for Customer that work together in building up the screen and allowing or disallowing certain functionalities. I will go through them one by one, just high-level, and then wrap up with a summary.

Your Employees and Business Users: -

Employee is the object in the system that registers the employees in the organization and the business user is the login user of the system. Business user is the user, in which you will define the user attributes and access rights. For each employee created, a business user will be created automatically in SAP C4C.

In business user, you can

  1. Assign Work centers and views

  2. Assign Business roles

  3. Assign Security policy

  4. Define initial password and generate new password

  5. Lock and unlock the user

To create an employee in the C4C system, follow the steps given below: -

Step 1: -

Navigate-->Administrator-->Click Employees

Step 2: -

Click on Employee and create the new employee in the system

In this page we have to fill up all the employee’s details like Name, Address Details, Validity and organizational data, once we fill all the details in this page then click on save button. System will generate the employee as well as business user to access all the rights for the employee created in the system.

Enter Business Role:

A Business Role is a set of access rights that you can assign to multiple Business Users who perform similar business tasks. Business Users in C4C can be activated and be given authorization access based on specific work centers individually or through a set of work centers that come in a Business Role.

Business Role in the Organization… Why?

Many organizations assign user access rights on an individual basis for multiple people who perform the same tasks but somehow it is not the most effective way to maintain user access rights in SAP. Assigning access rights on an individual user basis will require additional work in the organization, for example, if a new employee is hired, you would need to create new user access rights to which you must specify permitted work centers, work centers views, and restrictions for each view. This can be cumbersome if you have 250+ employees of which 200 users performing similar tasks, so this is where the use of Business Roles in SAP C4C which can help your organization get organized.


To create the business roles in C4C, follow these steps: -

Step 1: -

Navigate-->Administrator-->General Settings-->Business Roles-->Select New Business Roles


Step 2: -Once we fill all the fields in the general page layout like Business Role ID, Business Role name, Description etc. then we will click on work center and view assignment view where we have to mention all the work centers and views which this business role can access.



Step 3: - Click on Access restrictions tab where we can enter values for read access and write access. We can restrict the read and write access for a work center view. By defining the read and write access, you also define the access rights for all work items that are assigned to the access context of the work center view.

Step 4: -Navigate to UI Switches. UI switches are defined by custom development and can be used to make fields, buttons, or sections of user interfaces hidden, read-only, or mandatory. You can assign any UI switches that have been developed to the business role here. Using UI switches enables you to assign a version of a UI to the business role, and in turn, to the users to whom the business role is assigned.


Step 5: - Navigate to Fields & Actions. If you want to make certain fields read only or hidden for a user, you can make these settings here and then assign a business role to the user. In the same way, you can also disable certain actions for a user.



Step 6: - Click Action and select Activate and Save. After creating the template, you can directly assign it to the user or copy the access rights directly from an already existing user. The specified Work Center and views will be automatically populated. This is a time-saving and an easy way to cope with many users.

Advantage of creating the business role in an organization is that managing the access rights within the C4C tenant becomes more structured and orderly. This is because any change in granting access rights to the group of users assigned to a role becomes systematic. Secondly, changes in a role can be tracked and thus there is a trace ability towards the access restrictions given to a user over a certain period of time

Hope you enjoyed reading this blog and found it useful!!!!
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