SAP CRM Interview Questions and Answers

SAP CRM Interview Questions and Answers

Last updated on 16th Oct 2020, Blog, Interview Question

About author

Kishore (Sr Project Manager - SAP CRM )

He is Possessing 7+ Years Of Experience in SAP. His Passion lies in Developing Entrepreneurs & Activities. Also, Rendered his intelligence to the Enthusiastic JOB Seekers.

(5.0) | 15562 Ratings 2204

Dear readers, these SAP CRM Interview Questions have been designed specially to get you acquainted with the nature of questions you may encounter during your interview for the subject of SAP CRM. As per my experience good interviewers hardly plan to ask any particular question during your interview, normally questions start with some basic concept of the subject and later they continue based on further discussion and what you answer −

1. What is SAP Customer Relationship Management module? Why do companies use these?

Ans:

SAP CRM is one of the key modules in an organization which deals with handling customers effectively and efficiently. Today’s competitive market environment, it is necessary that companies make changes in a dynamic environment and take care of all the key activities related to customer service.

SAP CRM is known as an integrated customer relationship management module by SAP that helps organizations to achieve their business goals and allows them to perform all Customer Relationship tasks efficiently. CRM is one of key components for making business strategy for medium and large scale organizations and helps in understanding the customers, their needs and customer service effectively.

SAP CRM is part of SAP ERP business suite and is used to customize business processes related to Customer Relationship management CRM and to integrate with SAP and non-SAP systems. SAP CRM allows organizations to achieve customer satisfaction by meeting the service expectation and providing products required by customers.

2.What are the different components under CRM that you have worked on?

Ans:

  • SAP CRM Sales
  • SAM CRM Marketing
  • SAP CRM Analytics
  • SAP CRM Service
  • SAP CRM Web Channel (E Marketing, CRM Mobile, etc.)
  • SAP CRM Interaction Center IC
  • SAP Hybris

3.Explain few key advantages of using SAP CRM?

Ans:

  • It allows you to use cross-industry and industry-specific end-to-end business processes.
  • You can use flexible and process-based deployment options.
  • It provides you an open adaptable technology platform powered by SAP NetWeaver.

4.Which version of SAP CRM that you have used?

Ans:

  • SAP CRM 2008 (7.0) released in 2009 as part of SAP Business Suite 7.0.
  • SAP CRM 2007 (6.0) released in 2007.

5.Explain SAP CRM Architecture in detail?

Ans:

SAP CRM consists of various components that allow you to integrate CRM modules with other SAP and non-SAP modules, internet, mobile devices like smartphones, tablets, and enterprise portals.

In the center, it has SAP CRM server which has sub components like −

  • CRM Enterprise Functions
  • CRM Middleware
  • Adapters to communicate with hand held devices and internet

SAP ECC/R3 system is used for backend, SAP BI system is used for analytical reporting and SAP SCM is used to enhance the capabilities of SAP CRM module.

You can see SAP CRM architecture and all its key components

  • SAP ERP Server (CRM Enterprise, CRM Middleware, Adapter)
  • SAP ECC as backend system
  • SAP BI for Analytical Reporting
  • SAP SCM
  • Mobile and handheld devices
  • Internet
  • Enterprise Portal

6.Why do we need to integrate SAP Sales and Distribution and SAP CRM module?

Ans:

SAP ECC and CRM are closely integrated with each other and they have to be synchronized in some configurational areas like Sales area, Customer master records, Organizational model, etc.

Example

An organization model defines the sales area you should use in CRM and check in SAP ECC system. Sales area contains below components −

  • Sales Organization
  • Distribution channel
  • Divisions

You download the data from the sales area to the ECC system and this is performed when you configure the CRM module. You need to verify the configurational data in ECC before setting up in CRM.

7.What is SAP CRM Web Client UI interface?

Ans:

SAP GUI is used to perform administration tasks in SAP CRM. To perform customization and configuration of CRM activities, client tools are recommended by SAP known as SAP CRM WebClient User Interface.

8.How you can open SAP Web Client User Interface?

Ans:

You can login to SAP CRM WebClient via SAP GUI. To open login window, you can use below Transaction code −

T-Code: CRM_UI and press Enter key. If nothing happens, it shows that you are using an older version of SAP CRM.

9.How do you perform configuration in SRM Client Web User Interface?

Ans:

To perform the enhancements in SAP SRM WebClient, you can use Web UI configuration and application enhancement tools. These tools allow you to add new fields, change layout, add tables, etc. to the existing applications.

In general scenarios, companies don’t prefer to use standard applications and some customizations are required. These tools can be used −

  • Web UI Configuration Tool
  • Application Enhancement Tool

10.What is SAP CRM Sales? What are the key functions in CRM Sales?

Ans:

SAP CRM Sales allows organizations to manage their sales related activities like reducing sales cycle, increase productivity of sales team, increase revenue, and customer satisfaction and loyalty. It helps organizations to manage the end to end sales cycle across all sales channels.

Below are the key sales functions that are performed in SAP CRM −

  • Organizations can perform sales planning and forecasting that helps them to forecast and plan their revenues and item quantities.
  • SAP CRM is used by organizations to manage, monitor, capture and save all the critical details about customers, products, partners and prospects.
  • Organizations can perform territory management and assign sales managers to define the territories based on various criteria and also be allowing them to assign sales representatives for territories and identify prospects for each territory.
  • To effectively manage travel and expense management for field sales personnel to record, review, and update travel information, enter receipts, and maintain timesheets.
  • It is used by organizations to manage and assign different tasks to sales professionals.
  • Organizations use this for management of sales projects from the very start and track their progress to end.
  • It helps organizations to develop, implement, and manage compensation plans easily by defining incentives and commissions for sales agents.
  • To configure, price, and create quotes for customers, as well as create sales orders, check product availability, and track order fulfillment.
  • To perform contract management for customers by defining long term contracts and renewing contracts, etc.

11.What is Account Planning?

Ans:

Account planning function in CRM allows organizations to manage planned revenues, costs and contribution margin. Organizations can make strong decisions during planning and control the costs for spends and discounts. Planning function is integrated in account management functions and can be integrated with SAP ECC and BI and reduces the effort to maintain data and increase data accuracy.

12.What are the master data in SAP CRM module?

Ans:

In SAP CRM, the Master Data is basic data about your customer which can be shared amongst different modules.

13.What are different partner functions in SAP CRM?

Ans:

As the name indicates, the partner function describes the organization and people with whom the business is done, which includes any kind of business transaction. Partner function includes information like −

  • Sold to party
  • Ship to party
  • Bill to party
  • Payer
Subscribe For Free Demo
[contact-form-7 404 "Not Found"]

14.What is Activity management feature in CRM?

Ans:

Activity management in CRM is used to administer the activities assigned to employees in an organization. Data in an activity is an important source of information for all the employees that are relevant for that information.

Activities in CRM are used to record sales activities. Common activities are email or a telephone call or a customer visit or a follow up call, request to set the status to complete etc. in the CRM lifecycle. Appointments, interactions logs can be marked as private. You can also create activities as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts.

Activity management can be performed at any time during the CRM life cycle. When a customer contract is about to expire, you can make a telephone call to customer (activity) as a follow up document to remind the employee to make follow up calls to the customer and to check if he is willing to renew the contract.

15.What is an Opportunity?

Ans:

An Opportunity is defined as a sales prospect, requested service or product, sales volume and a sales probability. Opportunity can be a possibility of sales of service or product and can result from a bid invitation, sales deal or from a trade fair.

16.What is Opportunity Management in CRM?

Ans:

Opportunity management is one of the integral parts of the CRM module and allows you to control the sales process.

Opportunity management in Sales should be used in following scenarios −

  • When Sales cycle in an organization spans for a longer time period.
  • Many Sales representatives work in an organization
  • Large sales order vales and they are distributed.

17.What is the Opportunity hierarchy? Where do we use this?

Ans:

When your sales project is split into multiple sub projects and you want to keep track of all the subprojects and to link them to sales projects, you can use complex hierarchies. You can connect different opportunities to each other and this allows you to connect sales projects and subprojects with each other.

Opportunities hierarchies can be used in following scenarios −

  • To link an opportunity to sales project
  • To link a sub opportunity to a product
  • Combine several sales project connected with each other
  • Structure sales project consists of several subprojects

18.What is a Lead in SAP CRM?

Ans:

A lead can be defined as the first stage of the sales process. It represents a person who has shown interest in buying a service or a product. A Lead can be generated from marketing lead generation processes like trade fairs, advertisement, direct marketing or can be from sales person activities like calling or an email.

19.What are the different categories of Lead?

Ans:

Leads can be classified into categories: Cold, Warm and Hot by the marketing department. If a lead looks promising, then the sales department can create an opportunity from this lead.

20.What is the difference between Lead and Opportunity?

Ans:

A Lead is different from an opportunity in a manner that it is the predecessor of an opportunity. Opportunities are used for more complex and longer sales project cycles, Sales Rep use opportunities to control the sales project and maximize the chance of winning customers and minimizing the sales time.

21.What is Sales Quotation?

Ans:

Sales quotation is generated to ensure that a specific quantity of product will be delivered at specific time period and at specific price.

22.Explain Quotation Processing and Order Management life cycle?

Ans:

Quotation processing and order management involves following steps in SAP CRM and ECC system −

1.Create Quotation

A quotation is created in the system to provide the customer. Items are added for this quotation (Performed in SAP CRM).

2.Enter Product and configure

Next is to enter the products requested by the customer. Products can be configured for every item of the quotation (Performed in SAP CRM).

3.Check Availability

Next is to check the availability of products for every item of the quotation (Performed in SAP CRM and ECC).

4.Pricing and Value

Next is to add the price of each product and the value of each item (Performed in SAP CRM).

5.Send Quotation

Next step is to send the quotation to the customer (Performed in SAP CRM).

23.What is an Outline Agreement?

Ans:

An outline agreement is defined as an agreement that allows customers to release the products or services at previously agreed conditions. You can define conditions like price, terms of delivery, etc. and these conditions are true for all sales orders that customers create with reference to sales agreement. These outline agreements are used for customer retention.

24.What are the different standard transaction types for sales?

Ans:

Some of the standard transaction types for sales are −

  • LEAD – lead
  • AG – Quotation
  • Opt – Opportunity
  • OPSM – Sales Methodology
  • TA – Tele Sales, etc.

25.What are the different types of Business Documents?

Ans:

The BDOC classes or types are −

  • Messaging BDocs
  • Synchronization BDocs
  • Mobile Application BDocs

26.What are the different components under Business Transaction?

Ans:

Business transactions are structured as −

1.Header

Header contains the information relevant to complete transactions like BP number, Dates, status of transactions etc.

2.Items

This defines the product to which a business transaction relates. Items and sub-items and their status.

27.What is difference between date rule and completion rule for an Outline Agreement?

Ans:

1.Date rules

You can enter contract start date and end date and duration of contract. Dates can be entered manually or you can create date rules for determining start and end date of contract.

2.Completion rules

Here you define the completion rule like how the system will act on contract when customers release the full quantity of the product.

28.What is the use of performing Availability checks?

Ans:

The availability check is used to validate if a product is available to be added in a Sales order. This allows you to perform a check if enough stock is available or can be produced or purchased for the sales order to be placed.

Availability checks can be performed in different systems and information is transferred to production or purchasing.

29.How do you calculate tax in billing in CRM?

Ans:

The key factor which is used to calculate the tax and for tax determination is tax event. Applicable tax type, tax rate, locations and other factors are determined. It uses a decision tree to make tax determination and calculation more simple and transparent. You can also use a simulation tool in TTE for tax determination and for testing customizing settings.

30.What is the use of an action profile in CRM?

Ans:

Action Profile is a Post Processing Framework (PPF) that gives some output on given conditions.

31.What do you understand about IPC and what are the important components of IPC?

Ans:

IPC stands for Internet Pricing and Configuration.

The important components of IPC −

  • Sales Pricing Engine (SPE)
  • Sales Configuration Engine (SCE)
  • Free Goods Engine
  • Listing
  • Free Goods Engine

32.What is the Rebate Processing function in CRM?

Ans:

Rebate processing is used to process the special discounts that are paid to a customer occasionally. Rebate discounts are based on specific terms and conditions and are defined in rebate agreements. The goal of rebates is to build long-term customer relationships.

Rebate processing enables you to define rebate agreements and perform accounting for rebates given during the validity period of a rebate agreement.

33.Where do you access Rebate Processing? How do you activate Rebate Processing in the SAP CRM module in Easy access?

Ans:

You can access Rebate processing in CRM WebClient UI. Or few of the features can be accessed via SAP Easy Access menu.

To activate the rebate processing, go to SPRO → IMG → Customer Relationship Management → Rebate Processing → Activate/Deactivate Rebate Processing.

Course Curriculum

Best Practical Oriented SAP CRM Training from Real-Time Experts

  • Instructor-led Sessions
  • Real-life Case Studies
  • Assignments
Explore Curriculum

34.Which are the most important and mandatory functions, function modules and Transaction codes of IC Webclient, Marketing and Base Customization?

Ans:

Following is list of available transactions −

  • CR100: CRM base customization
  • CR600: Marketing and Campaign management
  • CR400: IC Winclient
  • CR410: IC Webclient

35.How do you map CRM business partners to the R/3 business partners?

Ans:

You can use PIDE track or try transaction SMOEAC.

36.How do you maintain links between an opportunity and another sub opportunity?

Ans:

This can be maintained with the help of project profiles.

37.In CRM system, how can you delete business partners?

Ans:

To delete business partners you can use BUPA_DEL and BUPA_PRE_DA.

38.What do you use CRM Marketing? What are the key functions in Marketing?

Ans:

CRM Marketing is one of the key components in Customer Relationship management and is used to plan all marketing related activities centrally and implement them successfully across organization. Marketing involves analyzing the market segments and identifying the valuable customers.

Marketing deals with demand creation, building long term customer relationships, creating brand awareness. Marketing also deals with marketing campaigns, lead generation, connecting with target customers, and success of all these activities.

39.What is a Market Plan?

Ans:

A Market plan is one of the key components to implement market policy of an organization. They are known as the top most element in the market project hierarchy and used as a tool for planning budgets and targets in marketing strategy. Marketing plan elements are used to define the structure of a marketing plan in the form of hierarchies and you can assign campaigns to each marketing plan element.

40.Can we assign Market plans to Campaigns?

Ans:

You can assign marketing plans to each other and campaigns can be assigned to each market plan element but you can’t assign marketing plans to a campaign.

41.What is the use of a Marketing Calendar? What kind of activities can be performed using a Marketing Calendar?

Ans:

A Marketing calendar is known as an integrated tool to manage information about marketing activities within a defined time period. You can create new activities, change or display existing activities directly from the calendar.

A Marketing calendar is suitable for all types of marketing roles. If you are a marketing professional involved in a product campaign or a trade fair promotion manager, you can use the market calendar to improve the visibility of all marketing and promotional activities and increase coordination between teams for market campaigns.

41.What is Campaign management?

Ans:

Campaigns are created in an organization to improve the sales, to improve the image of products, create new opportunities for add on sales, etc. In SAP CRM, you can implement different inbound and outbound campaigns which are multichannel and they can be used to define and implement the best possible marketing strategy by using constraint-based optimization techniques to determine the best marketing mix.

42.How do you create Campaigns in CRM? What are the different ways to create campaigns?

Ans:

Campaigns can be created in CRM using multiple ways −

Using Campaign Wizard

You can create simple campaigns using campaign wizard that target a single group and that doesn’t require full functionality of campaign management. You should have the business function Campaign Wizard (CRM_MKT_CPG_WIZARD) activated to use this function.

  • Using Campaign Templates
  • Using Existing Campaigns

43.How do you perform Campaign Execution?

Ans:

To perform campaign execution, you should have at least one campaign created in CRM. You have created a campaign in Marketing → Campaigns and it contains the necessary information such as communication medium and target group.

Go to Marketing → Campaigns, you have to select the campaign or the campaign element you want to execute.

Next is to release the campaign by changing the status to Released in General Data. Next is to click Start on the Campaign Details page to start processing the campaign.

44.What is a CRM Service module? What functions can be performed in CRM Service?

Ans:

In today’s market, customers are expecting more in terms of service from the organizations. SAP CRM offers a complete end-to-end solution for your service business and helps you to increase customer loyalty and to boost profitability.

Using SAP CRM Service, you can manage your service cycle that starts with service agreements and contracts, service order management, complaints and returns and service confirmation in the service cycle.

45.Name key module functions under CRM Service?

Ans:

Below are the key functions that can be performed from SAP CRM WebClient −

  • Service Order Management
  • Service Ticket Management
  • Complaint Management
  • Case Management
  • Product Registration
  • Knowledge Search

46.What is Service Request Management?

Ans:

Service requests are used to fulfill the service requests submitted by the customer. Companies can use service requests internally where a different department delivers service and also for external customers. Customers can call the service desk to open service requests or can be submitted directly by service personnel or by users after logging into the system.

47.What do you know about Service Ticket? Why do we use Service Requests over Service Tickets?

Ans:

Service Ticket was introduced in CRM 4.0 and was a variant of IC interaction Center service order business transactions. Service ticket was introduced to provide add on industry service to support service desk scenarios.

Service Requests are available in CRM 7.0 and are introduced to provide functionality in service tickets and also additional features like multilevel categorization, knowledge articles, and master service requests.

48.What is a Service Agreement? What information is entered in a Service agreement?

Ans:

Service contracts are defined as service agreements with customers for the specified scope of services and in a defined time frame. Service contract contains the scope of services, SLA’s, prices like annual maintenance contract details, cancellation conditions etc.

A Service contract consists of detailed information that has been agreed upon with the service recipient like −

  • Regular service checks for devices that have been sold or rented.
  • Expenses involved for the routine tasks in Service.
  • All the objects that come under service agreement.
  • Conditions under which the contract can be cancelled.

49.How do you manage customer complaints in the CRM module? Where do we raise Return requests?

Ans:

Complaints can be used both in service and sales. Complaints can be created for in-house repair, billing related, returns or any deliveries which doesn’t satisfy the customer.

Return can be used for the goods delivered to a customer. A customer can also return a service part for which was not used.

50.What is Next?

Ans:

Further you can go through your past assignments you have done with the subject and make sure you are able to speak confidently on them. If you are fresher then the interviewer does not expect you to answer very complex questions, rather you have to make your basics concepts very strong.

Second it really doesn’t matter much if you could not answer a few questions but it matters that whatever you answered, you must have answered with confidence. So just feel confident during your interview. We at tutorialspoint wish you best luck to have a good interviewer and all the very best for your future endeavors.

51. How can you maintain links between an opportunity and another sub opportunity?

Ans:

This can be maintained with the help of project profiles. They are defined in the IMG settings 

52.What is the significance of Billing relevance field?

Ans:

There is no relevance of the Billing field in the Opportunity.

53.What do SAP CRM Consultants do in real-time?

Ans:

Analyze the business requirements according and then configure the ERP.

Course Curriculum

Learn SAP CRM Course to Build Your Skills and Enhance Your Career

Weekday / Weekend BatchesSee Batch Details

54.What are the different organizational determination rules in CRM?

Ans:

Rule type responsibilities.Rule type organizational attributes.or

There are two types:

  • Rule type this is working for read and evaluated.
  • Organisation type which is only read.

55.What are the prerequisites to create an opportunity?

Ans:

Lead is the perquisites for opportunity after qualifying it as a hot lead  then it is send through workflow and then opportunity is created.or For opportunity, we can create 2 ways one for follow-up transaction: For lead or direct opportunity, in follow up transaction for lead you should maintain copy control for lead to opportunity, then if lead is qualify respective levels for the workflow, automatically opportunity will creates. For opportunity, you should maintain sales cycle and phases, and all profile proper ways and then follow up for opportunity you should maintain copy control. 

56.What is Netweaver in SAP & its role?

Ans:

Net we over is a SAP component, it is like a single sign in sap, using netweaver you can give a particular screen to the user, you can log in to any SAP systems using netweaver, it is controlled by an EP consultant.

57.Mention where in the table you can find the internet e-mail addresses for business partners stored?

Ans:

It is in the table ADR6 that you will find the email addresses for business partners stored.

58.How to delete a business partner?

Ans:

To delete business partners you can use BUPA_DEL and BUPA_PRE_DA.

59.Is it possible to change or an organizational attribute within the Organization Model Functionality?

Ans:

Via the transaction code AGRICULTURIST, you can change the transaction code. This area is a core SAP configuration screen from here any deleted items cannot be recovered.

61.What is Organizational Management in SAP CRM?

Ans:

Organizational Management in CRM offers you a flexible tool for displaying your company’s task-related, functional organizational structure as a current organizational model.

62.What are Organizational Objects?

Ans:

Objects used for the object-orientated design of Organizational Management when structuring an organizational model. The following object types are available in CRM:

  • Organizational unit
  • Position

63.What is Organizational Management in CRM?

Ans:

Organizational Management in CRM offers you a flexible tool for displaying your company’s task-related, functional organizational structure as a current organizational model. Displaying your service or sales and distribution structure is at the forefront of CRM. To work with SAP CRM, you can simply display the organizational units that are relevant for your sales and service-related processes  CRM organizational management has many options for linking to your organizational units: The organizational units (for example, sales organization, service organization) are not already specified: You can include your own organizational levels and leave levels out. The SAP ECC organizational units (for example, sales organization, distribution channel, division, maintenance processing plant) can be assigned as attributes to the organizational units in CRM. These attributes are not mandatory for planning the organizational model. However, they are required for automatically determining organizational data in transactions. You can activate an organization to be used for several scenarios, enabling it to be a sales organization and a service organization at the same time. The organizational model is time-dependent. This enables you to plan organizational changes in the future. Organizational units can occur as business partners. The system automatically creates a business partner record for an organizational unit with the organizational unit role. 

64.What is Master Data?

Ans:

Master data comprise data about basic objects used in business transactions in SAP Customer Relationship Management (SAP CRM) and stored on a long-term basis, such as data on accounts, products, installed bases, or warranties.

65.What is Marketing Permissions Assignment Block (AB)?

Ans:

Depending on your legal requirements, you can use some or all of the following fields in the Marketing Permissions assignment block for accounts and contacts assigned to an account: Communication Channels – Specifies how marketing messages can be communicated, for example by email, letter, or SMS. You configure values for communication media in Customizing of campaign execution. Form of Consent – Specifies how the account or contact communicated the consent information, for example by letter or by e-mail. You configure values for the form of consent in Customizing. Date of Consent – Specifies the date on which the account gave or rejected consent Consent – Specifies the consent status as Given or Rejected 

66.What are the benefits of CRM?

Ans:

CRM benefits are wide-ranging – from higher levels of customer engagement, loyalty, and revenue to lower costs and smarter customer-facing activities. Explore some of the top benefits of CRM systems below.

  • Increase the sales and revenue
  • Access deep customer insights
  • Highly targeted marketing
  • Boost customer satisfaction
  • Easy for internal and external collaboration

67.What is SAP CRM and What it does?

Ans:

SAP CRM stands for Customer Relationship Management. SAP CRM is an SAP tool to support and handle customer related tasks. SAP CRM software that automates and integrates your customer-facing activities like sales, marketing, and customer service. Apart from core functionality SAP CRM also provides additional tools for customer analytics, personalisation, e-commerce, social media, collaboration, and more. The ultimate goal is to drive the best customer engagement.

68.How can links be maintained between various sub opportunities and single opportunity? 

Ans:

Project profile can help in maintaining the link between an opportunity and other various sub opportunities.  

69.How can CRM business partners be mapped with the R/3 business partners?

Ans:

PIPE track or transactions like SMOEAC can be used in order to map these two types of Business partners.  

70.What do you mean by Rebate Processing? 

Ans:

Sometimes customers get discounts and these are processed with the help of Rebate Processing. Rebates or discounts are provided on the basis of certain terms and conditions. It helps in forming a good customer relationship.  

71.Explain what is IPC?

Ans:

IPC stands for “Internet Pricing and Configuration.” The IPC carries a set of engines that execute pricing and product configuration functionality in a variety of scenarios and sap applications.

72.What are the important components of IPC?

Ans:

The important components of IPC are:

  • Sales Pricing Engine (SPE)
  • Sales Configuration Engine (SCE)
  • Free Goods Engine
  • Listing
  • Free Goods Engine

73.What are the different categories of Lead?

Ans:

Leads can be classified into categories: Cold, Warm and Hot by the marketing department. If a lead looks promising, then the sales department can create an opportunity from this lead.

74.What is the difference between Lead and Opportunity?

Ans:

Lead is different from an opportunity in a manner that it is the predecessor of an opportunity. Opportunities are used for more complex and longer sales project cycles, Sales Rep use opportunities to control the sales project and maximize the chance of winning customers and minimizing the sales time.

75.In real time what SAP CRM consultant is?

Ans:

In real time, SAP CRM consultants analyze the business requirements and then configure the ERP.

Data Warehouse Sample Resumes! Download & Edit, Get Noticed by Top Employers! Download

78.Explain what is a partner function in SAP CRM?

Ans:

As the name indicates, the partner function describes the organization and people with whom the business is done, which includes any kind of business transaction. Partner function includes information like

  • Sold to party
  • Ship to party
  • Bill to party
  • Payer

77.List out the standard transaction types for sales?

Ans:

Some of the standard transaction types for sales are

  • LEAD- lead
  • AG- Quotation
  • Opt-Opportunity
  • OPSM- Sales Methodology
  • TA- Tele Sales, etc.

78.Explain how you can display the error message in the web UI when the user has not entered a specific field?

Ans:

To display the error message in the web UI, you have to call the message class in even EH_on Save. The message class is created in SE91.

79.Explain what is BDOC in CRM? What are the types or classes of BDOC?

Ans:

BDOC or business documents consist of all data or information used by CRM middleware to transfer or exchange data with mobile clients.

The BDOC classes or types are

  • Messaging BDocs
  • Synchronization BDocs
  • Mobile Application BDocs

80.In SAP CRM, what is the action profile?

Ans:

Action Profile is a Post Processing Framework (PPF) that gives some output on given conditions.

81.How CRM can handle emails from customers?

Ans:

SAP CRM provides workflow enabled email processing capabilities. It can retrieve emails sent from your customers, route emails automatically to appropriate users based on workflow rules, manage multiple attachments in emails, send automatic replies to your customer and so on

82.What is the difference between CRM and ERP?

Ans:

CRM combines sales, contact, marketing, management and customer support. ERP stands for Enterprise Resource Planning; it standardizes and streamline business processes across services, sales, finance, HR management, etc.

83.Explain Quotation Processing and Order Management life cycle?

Ans:

  • Quotation processing and order management involves following steps in SAP CRM and ECC system

Create Quotation

A quotation is created in the system to provide the customer. Items are added for this quotation (Performed in SAP CRM).

Enter Product and configure

Next is to enter the products requested by the customer. Products can be configured for every item of the quotation (Performed in SAP CRM).

Check Availability

Next is to check the availability of products for every item of the quotation (Performed in SAP CRM and ECC).

Pricing and Value

Next is to add the price of each product and the value of each item (Performed in SAP CRM).

Send Quotation

Next step is to send the quotation to the customer (Performed in SAP CRM).

84.What are the different standard transaction types for sales?

Ans:

Some of the standard transaction types for sales are −

  • LEAD – lead
  • AG – Quotation
  • Opt – Opportunity
  • OPSM – Sales Methodology
  • TA – Tele Sales, etc.

85.What are the different components under Business Transaction?

Ans:

Business transactions are structured as −

Header

Header contains the information relevant to complete transactions like BP number, Dates, status of transactions etc.

Items

This defines the product to which a business transaction relates. Items and sub-items and their status.

86.What is the difference between date rule and completion rule for an Outline Agreement?

Ans:

Date rules

You can enter contract start date and end date and duration of contract. Dates can be entered manually or you can create date rules for determining start and end date of contract.

Completion rules

Here you define the completion rule like how the system will act on contract when customers release the full quantity of the product.

87.What is CRM Software? 

Ans:

Sales Force Automation

  • Contact management

Contact management software stores, tracks and manages contacts, leads of an enterprise. 

  • Lead management

Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates

88.What are the Advantages of CRM ?

Ans:

Using CRM, a business can: 

  • Provide better customer service 
  • Increase customer revenues 
  • Discover new customers 
  • Cross sell/Up Sell products more effectively 
  • Help sales staff close deals faster 
  • Make call centers more efficient 
  • Simplify marketing and sales processes 

89.How is CRM changing and what does the business owner need to be aware of?

Ans:

At the heart of CRM is the benefit of having the customer record at the center of the data universe rather than multiple galaxies of transactions held in separate, transaction-specific apps. So the innovation lies in new and improved visibility for putting information to use in intelligent decision making. Companies that used to serve 100 are serving 10,000, and with this kind of scaling, better top-level tools and custom dashboards are where I see CRM continuing to morph and advance.

90.Who are the newcomers to the CRM landscape?

Ans:

It is such a hot area right now, there are literally hundreds. But two I have been following are Zoho and High Rise. Both are niche vendors that have garnered great contact lists with their other products and created relatively simple implementations for their clients and others. They both illustrate the fact that CRM is no longer esoteric — it is going mainstream, which is a great thing for business, particularly customer service and data security.

91. What is the action profile in the sap CRM? how to use complaints and return the life cycle in the service process?

Ans:

Action Profile is a Post Processing Framework (PPF) which gives some output (like a smart form, fax, document ) on given conditions.

And this is used in every place in SAP CRM where we define the Conditions for the successful implementation of the activity. like in Opportunity Management, Monitoring the Activity of the enterprise employees, etc.

92. How to find the target group & what is the flow of BP to the Target group?

Ans:

In marketing to execute a campaign, you need a Target group.

The target group in simple words is nothing but a group of BP’s. You can create a target group in the segment builder (T- code CRMD_MKTSEG).

93. Explain some examples of business objects, customizing objects, condition objects?

Ans:

Business objects are business partner sales order etc customizing objects are customizing country, customizing time zone, etc, conditions objects are pricing related

94. How is the job market for sap CRM?

Ans:

The market for CRM is not too good. It is just ok…

The main problem is no one is perfect so we don’t get guidance from anybody…….we have to struggle ourselves.

95. How to integrate R/3 with CRM?

Ans:

  • To exchange data between ECC ( R3 ) and CRM systems we need to maintain connectivity for both systems. Please ask your Basis consultant to do the following configuration.
  • Maintain Logical Systems in both systems and link with respective clients.
  • Maintain RFC destinations in both systems pointing to each other system.
  • Maintain Number ranges as mirror images in both systems.

Ex: Maintain same number range in ECC as Internal and in

CRM as External or vice versa.

96. Below are the steps for the integration between R 3 & CRM?

Ans:

SAP ECC :

  • Define a logical system for ECC ( Name )
  • Define a logical system for CRM ( To establish the cross-connection )
  • Identify the data which you wanted to copy to CRM
  • Assign logical system to the client

SAP CRM :

  • Define a logical system for CRM
  • Define a logical system for ECC
  • Assign logical system to a client
  • Copy the required data from ECC.

97. What is master data in sap CRM?

Ans:

Master Data is org & CP basic data which are mandatory for creating org & CP in the CRM system.

EX: Org Name & address details & Contact details and CP related Names and contact details.

98. Suppose we have created an organizational structure in a non-sap system and how we will transfer this organizational structure to another non-sap system?

Ans:

  • Through the Batch job, we can transfer the non-spa org structure to another non-sap org structure.
  • we can transfer non-sap to sap and sap to non-sap through
  • Batch Job.
  • check SM36
  • To monitor batch job SM37

99. What is the standard transaction type for a quotation?

Ans:

  • Transaction type – AG
  • Item category – AGN

100. How many tabs are there in the navigation bar?

Ans:

  • The navigation bar concept comes in WEB UI
  • The navigation bar profile is defined in CRMC_UI_NBLINKS Based on how you define it, you can have different work centers for different Navigation bar profiles.

Are you looking training with Right Jobs?

Contact Us

Popular Courses