The CRM module of SAP offers complete customer relationship management. It manages a number of objects such as Customers, Accounts / Business Agreements, Sales Orders and Interaction Records.
CRM Replication Failures (ECRMREPL)
When replicating contracts from CRM to IS-U, replication errors can occur. This exception type high-lights these failed replications and the reason for their failure. CRM replication failures cause inconsistencies between data in the CRM and IS-U systems, which in turn cause downstream validation failures, exceptions and other process interruptions.
Failed BDocs (Inbound & Outbound)
BDoc processing can error for numerous reasons and is one of the most common issues in the CRM Middleware communication. This can prevent customer details from being updated such as name changes and address details leading to customer impact. ISU BDocs are also displayed when failed.
Interaction Records / Business Activities
An interaction record is created for every customer interaction in CRM. An interaction typically starts with and inbound or outbound contact and completes when the agent ends the interaction. Interaction Records can also be generated by background processes, such as the sending of a piece of correspondence.
Any marketing leads that are currently outstanding can be displayed as an exception type. This indicates that an opportunity is currently under way for the given customer/account.