SAP CRM Interview Questions

What is SAP CRM?

SAP CRM (Customer Relationship Management) is a software tool provided by SAP to support end to end customer related supports. It handles various activities like invoicing, delivery, decision making, accounts receivable and so on.

Mention what are the master data in SAP CRM?

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

Explain what is Activity Journal?

You can record and update information from customer visit or telephone call in Activity Journal.

Mention what is the standard transaction type for Quotation?

The standard transaction type for quotation is AG, and the item category is AGN.

Explain what is partner function in SAP CRM?

As the name indicates 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

Explain what is text determination in SAP CRM?

In CRM, text can be used to exchange and information between the customers, partners or between the users. Text can be created for customer master, sales document header and item, billing document header and item and so on.

Explain what is Actions in SAP CRM?

“Actions” in SAP CRM are a way to add functionality to objects. For example, to send quotation to the customers from the quotation document, you can use Actions. Another use of actions is, for instance, creating in follow on document.

List out the standard transaction types for sales?

Some of the standard transaction types for sales are

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

Explain what is the prerequisites to create an opportunity?

Lead is the pre-requisites for creating an opportunity. Once it is qualified as a hot lead then, it is send through workflow and then opportunity is created.

Explain what is the difference between a CRM lead and an Opportunity?

Lead: It is an account or contact with very little information.

Opportunity: It is a contact or account which has been qualified.

Explain what is logical links in SAP CRM?

The navigational bar in SAP CRM has two level menu structure. The top level menus are referred as work centers, and these work centers contain logical links that point to the actual CRM application. Below the two-level menu system, there is a set of logical links which enables the CRM user to directly create the CRM business object. These links are referred as direct links. Logical link allows navigation to different pages.

Mention how CRM assign the business roles?

To assign business roles, SAP CRM uses two basic ways

Indirect assignment of business roles PPOMA_CRM
Directly through security roles assigned to user masters in SU01

What is the package that you use to save the OD profile?

To save the OD profile, we use $tmp.

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

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

Explain what are adapters?

A CRM middleware is used for the exchange of data between the CRM system and connected ERP system. It is also used to assign data and convert it into various formats and to connect with external systems.

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

BDOC or business documents consist of all data’s 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

In SAP CRM, what is the action profile?

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

How CRM can handle e-mails from customers?

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

What is the difference between CRM and ERP?

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.

Explain what is IPC?

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

What are the important components of IPC?

The important components of IPC are

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

In real time what SAP CRM consultant to?

In real time, SAP CRM consultant analyse the business requirements and then configure the ERP.

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

Via the transaction code 00ATTRICUST, you can change the transaction code. This area is a core SAP configuration screen from here any deleted items cannot be recovered.

How to delete business partner?

To delete business partner you can use BUPA_DEL and BUPA_PRE_DA.

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

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

What is Raciness Partner Role? How is this related to the Business Partner Categoty?

The business partner role classifies the business partner according to business function. The roles that arc assigned to a business partner mirror the partner’s functions and the business transactions in which they may be involved. You can create more than one business partner role for a business partner. General information such as name, address, and bank details, only has to be entered once. All applications or industry business solutions using the SAP Business Partner function provide special business partner roles. The classification that should be assigned to a business partner (for data transfer) is determined from the business partner’s role. This assignment is not visible in the UI and occurs implicitly. This classification is decided in the data exchange between SAP CRM and SAP ECC. This then determines which form the data is created in SAP ECC after it is transferred from SAP CRM.
There are only three types of BP Categories possible, Individual, Group or Corporate. Business partner may be a person, a group of people. or an organization with a certain business interest. The classification of a business partner as a natural person(for example, a private person), group or organization (I legal person or part of a legal person. for example, department) is called the business partner category. A group specifics a shared living arrangement, a married couple. or an executive board. When a group is created, the corresponding partner group type must be entered. The organization represents units such as a company, a department of a company, a club, or an association. In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization e is an umbrella term for mapping every kind of situation in the day-to-day business activities. Therefore, a branch or purchasing department, for example, represents just parts of a legal person. The business partner category must be defined when creating a new business partner and it cannot be changed later on.

What is Account Life Cede? Now A it reused to other classifications of a Business Partner?

Life cycle stages allow you to retain the different stages of a business partner during the life cycle. Each stage represents the specific view at a certain point in time. For example, a business partner may be a prospect before becoming a customer. A life cycle stage is closely related to a role. A business partner may have several roles at the same time, but a life cycle stage is s the status that the business partner has at a specific point in time. An account may be assigned several business partner roles, but just one life cycle e stage. The account life cycle is delivered as a hidden function and must be activated in the UI configuration tool
The setting. till the account life cycle are in Customizing: SAP Implementation Guide Cross-Appleotion Components- SAP Business Partner- Business Partner- Basic Settings- Business Partner Roles -Define BP Role Exclusion Groups. You can define views for each life cycle stage. This means that you can specify which fields arc displayed in the header of each phase and which type of fields are involved (editable, read-only or required entry fields). These settings are made in Customizing for Customer Relationship Management under Master Data-Business PartnerAccounts and Contacts-Business A&-lns. Use the BAd!: Configuration on of Views activity to make field modifications. Use the BAdl: Configuration on of Assignments activity to add and remove assignment blocks. Use the BAd!: Setting of Attribute Defaults activity to assign &Wit values to fields at account header-level.

An account can be classified in different ways, such as by, assigning business partner roles, marketing attributes, and so on. These classifications are static and do not reflect the status of an account as it changes during the period you do business with the account How can you assign a particular stage of a life cycle to an account?

SAP CRM 7.0 introduces the account life cycle functionality for the account application in the CRM WebClient 1.11. It consists of the single field “Life Cycle Stage”.
The life cycle stage of an account is maintained within the account details and is available for all account categories (corporate, individual and groups), but is not available for contacts and employees.
The “Life Cycle Stage” field is hidden in the CRM standard delivery.

Besides providing the information indicating the current stage an account, the assignment of a life cycle stage also provides additional functions:

Technical background
A life cycle stage is technically a business partner role. The value range of all stages that can be maintained as a life cycle stage is a subrange of business partner roles, which have to be defined as parts of the life cycle. The term “life cycle” is 111•specific, which means that there is no configuration in which stages and business partner roles are grouped to form a life cycle.
To define the assignments of stages and business partner roles to a life cycle, the existing functionality provided by role exclusion groups is reused.

A role exclusion group contains a range of roles (when used for the account life cycle, these roles correspond to stages) which are mutually exclusive.

This means that only one business partner role in an exclusion group can be assigned to a business partner at any one time. To be able to assign another role from the exclusion group, the existing assignment has to be deleted first. This ensures that the assignment of roles from a role exclusion group to a business partner is unambiguous. The assignment of a role which is part of an exclusion group is therefore the same as assigning a unique status.

The assignment of a role that is part of an exclusion group cannot be changed. Since this does not meet business requirements in many scenarios, where a sequence of statuses is required, transitions can be defined for roles within an exclusion group.

These enable a defined sequence of statuses to follow on once a certain status has been established (by the assignment of a role from an exclusion group). This can be summarized as follows:
A life cycle corresponds to a role exclusion group.
A life cycle stage corresponds to a business partner role.
The stages of a life cycle correspond to the business partner roles assigned to a role exclusion group.
The transitions from one stage to another within a life cycle correspond to the transitions defined for business partner roles assigned to a role exclusion group.

Note: The functionality provided by mutually exclusive roles and role exclusion groups replaces the user status functionality available in the SAP GUI business partner maintenance.
Business partner roles which are part of a role exclusion group cannot be maintained as normal roles in the “Roles” assignment block. If a role is assigned to a role exclusion group, it is not available on the CRM WebClient UI, but could be visible once the “Life Cycle Stage” field is displayed in the account application.

No role exclusion groups are delivered in the standard system. If you are using the account life cycle and have set up a number of role exclusion groups in customizing, only the roles/stages of the first role exclusion group found in customizing are provided for the account life cycle in the standard system. You can control the exclusion group used for the account life cycle by implementing a BAdI and setting the default life cycle stage for when an account is created. See the following sections for information about the steps required and prerequisites.

What are the different ways in which BP Master data can he loaded into the CRM system?

Business Partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in SAP CRM. Internet self-registration: Consumers can use this function in the CRM Web Channel to register themselves. A business partner is created automatically in the SAP CRM system. CRM mobile client: A sales representative can use the field application function to create or change business partner data (such as the contact). The data is transferred when the sales representative synchronizes the local data on their laptop with the SAP CRM system. SAP CRM Interaction Center: An agent can use the Interaction Center Wcb Client to create or change account information. Processing business partners in SAP CRM: Users can create or change business partners directly in the SAP CRM system. SAP Net Weaver Ell (leads): This allows you to import lists into SAP Net Weaver BI which you can then transfer to the CRM system using the Segment Builder. External list management: When this scenario is used, addresses obtained from address providers must be deleted from the system when a certain number of contacts is reached or when no positive reaction is elicited from the business partner after a certain period of time.

Explain the difference In Customer Master Data Model in ERP & CAW

SAP ECC (11/3) and SAP CRM have different data models: the business partner concept in CRM is more flexible than the customer master in SAP ECC (R/3). The ERP system and SAP CRM also have different concepts for the number range assignment : the data display and the data usage. SAP ECC (R/3) and SAP CRM also have two different concepts for the use of business partners in business processes (for example. in an order). In the ERP system you can only use a customer with the correct account group (for example. sold-to party). In SAP CRM you can use any business partner for specific purpose, regardless of their role. However, the necessary data must be maintained beforehand (for example. a business partner can only be used as a sold-to party when pricing data is maintained

You have been asked to solve a CRM middleware problem. Business partners created in SAP CRM are not being transferred to SAP ERP. What would you do to solve the problem?

Check number range assignments in SAP ERP and SAP CRM
Check erroneous BDOC messages in SAP CRM.
Check RFC connections
mBDOCs exist only in CRM, not in ERP

You have to configure the download of business objects from SAP ERP to SAP CRM. Which steps are pan of the initial downloads of business objects from ERP to CRM?

Monitor downloads via the download monitor (Transaction R3AMI)
Defmc block size for adaptor objects (Transaction R3ACI)
The others steps are done in CRM.

What would you need to consider regarding data replication with SAP Middleware?

Data is replicated to sites as defined in subscriptions

BDOCs do not define Where data is to be transferred. They only define the structure of the data to be transferred.
Adapters facilitate data transfer.
In mobile applications, data is transferred to a site not to a user.

What are the different organizational determination rule in CRM?

Rule type responsibilities.
Rule type organizational attributes.
There are two types:
1. Rule type this is working for read and evaluated.
2. Organisation type which is only read.

What are the prerequisites to create an opportunity?

Lead is the perquisites for opportunity after qualifying it as a hot lead  then it is send through workflow and then opportunity is created.
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 way and then follow up for opportunity you should maintain copy control.

What is Netweaver in SAP & its role?

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

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