SAP CRM Interview Questions for freshers experienced :-
1. 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.
2. What is master data in sap crm ?
Master Data is org & CP baqsic data which are mandatory for creating org & CP in CRM system.
EX: Org Name & adress detaisl & Contact details and CP related Names and contact details.
3. what is the action profile in sap crm?how to use complaints and returns life cycle in service process ?
Action Profile is a Post Processing Frame work (PPF) which gives some output (like as 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.
4. What is the relation between crm and sapr3 architecture ?
R 3 Means ( Three tier architechture ) 1st Tier ( R1 ) launched at the time of SAP inception with five x ibm employees , later on 2 nd & 3 rd tier had come in the form of advanced . Now latest is My SAP CRM. R 3 actual Nomeneclature is ( ECC – Enterprise Central Component ) CRM acts as a central server attached to its external systems such as ( BIW , ECC & Third party systems , etc ).
Eg : If a client has already had installed SAP ECC ( R3 ) and wants to upgrade with SAP CRM , in this scenario , we have to integrate or fetch some data related to Sales , Pricing Conditions etc thru R 3 / ECC .
This is done thru middle ware concept ( connectivity ) , for which you should posses knowledge on the middleware concepts
5. What is the difference between R/3 AND CRM ?
- R/3: ERP
- CRM:Customer Centric Extended ERP, process, functions revolves around Customer.
- R/3:Three Tier architecture,Client,Server product
- CRM:Internet enabled, no need to have client software.Only internet browser
6. Explain some example of business object, customizing object, condition object ?
Business objects are business partner sales order etc customizing objects are customizing country, customizing time zone etc, conditions objects are pricing related.
7. Quotation transaction type comes under which functionality in CRM ?
Quotation transaction type: AG
Functionality:
- Create or Generate leads with Marketing Campaign
- Track, qualify and close oppt
- Manage and track ERP quotations
- Process ERP Sales Orders
- Fulfill logistics needs
- Process invoices in ERP
- Manage account payables
8. What is the standard transaction type for quatation ?
Transactio type – AG
Item category – AGN
9. How to enhance BP ?
Key features of the Easy Enhancement Workbench include the following:
- Wizard for adding new fields and new tables to business
- partner master data
- No required detailed knowledge of the development environment and data model Wizards for the extension process
10. Can we download data from datasets/Info sets ?
Attribute sets, Info sets, BW query and ELM are the different data sources for segmentation.
11. How many types of campaign are their ?
There are different types of campaigns like E-mail campaigns, Call list can be generated, Campaigns can be run to create leads etc.,
12. What type of Business Scenario you are following in you Project? Business Scenario means what ?
Business scenario is nothing but what is the process, like for example how is the CRM application used by your client.
Example: for us the sales reps from different location in US raise the sales orders in the CRM system and they flow to R/s and we also implemented the marketing module to run the e-mail campaigns for the product promotions.
13. How to find target group & what is the flow of BP to Target group ?
In marketing to execute a campaign you need a Target group.Target group in simple words is nothing but a group of BP’s. You can create a target group in segment builder (T-code CRMD_MKTSEG).
14. What is Activity Journal ?
With activity journals, you can record and update information gathered from customer visit or telephone calls.
For example activity journals can contain:
Products or product categories
Product-related information such as what products were discussed with the customer or the number of samples given to the customer
15. What is the rule of organizational determination ?
- There are two types of Organizational determination rules.
- Organization determination rule: The respective organization is determined based on the organization or general attributes assigned to the organization in the organizational model.
- Responsibility rule: In this rule, the Org attributes are not considered and the responsible Organization unit is assigned directly.
16. In Delta download which table is retrieve from R/3 to CRM ?
Based on the filters set initially for different object types whenever the data is modified or deleted the same will be replicated to CRM from R3 in the form of Bdocs or Idocs.
17. What is Task & Activity ?
There are two kinds of Activities, which are called as Tasks and Business activities.A Business activity contains information about business partner interaction on a particular date A Task contains information about what one or more employees have to complete by a particular date.
In very simple words Tasks are activities in which the BP is not involved and activities are in which the BP data is involved.
18. Role of a functional consultant.
- A functional consultant evaluates the demands in talking with the customer’s representatives, transforms the essence into an abstract and algorithmic business model. Hence, he identifies the use cases and transforms them into logical and technical views.
- Then the main task starts: customizing the respective business area and making sure the system reacts in the manner according to the constraints of the requested use case.
- The consultant documents the settings and prepares proper guidelines that allow other consultants to do further changes or repairs with due efforts.
- The consultant takes care that proper training is given to the users and that the system is usable, performing appropriately and the business flow is complete and correct.
- During go live he assists the technical staff by testing the behaviour of the system.
- After go live he guarantees that the procedures remain usable and consistent in real live situation and proposes enhancements.
- The main duty of a consultant is to transfer external know-how to the client. It is not manpower that counts but intelligence, understanding of processes, a feeling for defects and general a common sense.
19. Role of a Functional Consultant in an End To End Implementation
When you talk about the role of a Functional consultant in an end to end implementation, I think it won’t be possible for me or anybody to define everything but I will try to summarize it:
- Functional consultant is expected to generate knowledge about the current business process, design current business flows, study current business processes and its complication, in all we can say getting through with current business setup. Flow diagrams and DFD are prepared, most of the time in Vision format, all this forms the part of AS IS document.
- Everything configured has to be documented as per their categories in the form of predefined templates, these have to be then approved by the team leads or who ever the consultant is reporting to.
- Mapping and GAP analysis is done for each module, I have seen people defining integration after mapping, gap analysis and configuration is done, but as per my experience in implementation, it is a simultaneous process.
- Before starting configuring future business processes in SAP, the DFD/ERD are prepared, this documentation is called TO BE, which can be also siad as the result of mapping and gap analysis.
- Sometimes Functional consultants are also expected to prepare test scripts for testing the configured scenarios.
- End user manual and user training is also expected from F.Consultants.
The project normally starts off with a Kick off meeting in which the team size, team members, reporting system, responsibilities, duties, methodlogy, dates and schedules, working hours which have been predicided are formally defined.
ASAP, it won’t be possible for me to explain it here, but all I can tell you about it is that it is SAP standard implementation methodology, which SAP prescribes but is not mandatory for any company to follow, such as IBM follow some blue Methodlogy, some companies follow typical SDLC steps, ASAP stands for Accerlated SAP, you can find all the steps on SAP site, through google, reading it from there won’t give you a great knowledge about ASAP but will obviously get you to know the definitions of various term.
20. How is CRM and R/3 differ from each other?
R/3 is an integration of different application suits. It has its own architecture and way fo functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organisation since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements.
SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer (Client) which interfaces with the end user. Second layer is application layer for all business – specific requirements (Program), and third is database which contains all information and records about the system, including transcational and configration data.
SAP R/3 has been developed in it’s own language called ABAP (Advanced business application programming).
21. Advantages of CRM
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
The types of data CRM projects collect
- Responses to campaigns
- Shipping and fulfillment dates
- Sales and purchase data
- Account information
- Web registration data
- Service and support records
- Demographic data
- Web sales data
22. What is Task & Activity?
- Basically there are two kinds of Activities, which are called as Tasks and Business activities.
- A Business activity contains information about business partner interaction on a particular date A Task contains information about what one or more employees have to complete by a particular date.
- In very simple words Tasks are activities in which the BP is not involved and activities are in which the BP data is involved.
23. How to integrate R/3 with CRM?
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.
Below are the steps for the integration between R/3 & CRM :
SAP ECC :
- Define logical system for ECC ( Name )
- Define 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 logical system for CRM
- Define logical system for ECC
- Assign logical system to client
- Copy the required data from ECC .
24. What is master data in sap crm?
Master Data is org & CP baqsic data which are mandatory for creating org & CP in CRM system.
EX: Org Name & adress detaisl & Contact details and CP related Names and contact details
25. How to enhance BP?
You can enhance the business partner from Easy Enhancement Workbench (EEW)
Key features of the Easy Enhancement Workbench include the following:
- Wizard for adding new fields and new tables to business
- partner master data
- No required detailed knowledge of the development environment and data model
Wizards for the extension process
26. What is Activity Journal?
With activity journals, you can record and update information gathered from customer visit or telephone calls.
For example activity journals can contain:
- Products or product categories
- Product-related information such as what products were discussed with the customer or the number of samples given to the customer
27. In Delta download which table is retrieve from R/3 to CRM?
It’s not just one table or a specific table that is retrieved from R/3 to CRM. Based on the filters set initially for different object types whenever the data is modified What is the rule of organizational determination?or deleted the same will be replicated to CRM from R3 in the form of Bdocs or Idocs.
28. There are two types of Organizational determination rules.
- Organization determination rule: The respective organization is determined based on the organization or general attributes assigned to the organization in the organizational model.
- Responsibility rule: In this rule, the Org attributes are not considered and the responsible Organization unit is assigned directly.
29. At the time of Implemention, What type of problem you generally face?
There will be different phases in Implementation, you actually do a lot of brain storming sessions in the blue print phase and in the realization phase you do all your trials and configurations or may be experiments 🙂 in the sand box. So you can’t really say there are specific problems. It actually involves a lot of discussions.
30. What is the standard transaction type for quatation?
Transactio type – AG
Item category – AGN
31. How can links be maintained between various sub opportunities and asingle opportunity?
Project profile can help in maintaining the link between an opportunity and other various sub opportunities.
32. Define CRM Marketing?
CRM Marketing is considered to be the main components used to maintain good Customer Relationship Management and are used in planning actions marketing activities. Analysis of various segments of marketing is all done with the help of CRM Marketing.
33. Define Market Plan?
The market plan is used for the implementation of the market policy of an organization.
34. What are the benefits of CRM?
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
35. What is Marketing Permissions Assignment Block (AB)?
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 e-mail, 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
- Communication Details – Specifies the e-mail address, telephone number, pager or so on that can be used, or must not be used for accounts and contact.
36. What is Master Data?
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.
37. What is Organizational Management in CRM?
- 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.
38. What are the differences in the Organizational Data in SAP ECC (SD) and CRM?
- Organizational management in SAP CRM offers a flexible tool for maintaining the company structure for different scenarios (Sales, Service and Enterprise Buyer Professional).
- SAP ECC component Sales and Distribution (SD)
- You maintain the sales organization in Customizing Organization Settings.
- You maintain the organizational plan for HR and Workflow independently in Business Management (Basis).
- Organizational data in Sales and Distribution is static, changes in organizational data result in major changes in Customizing.
- Responsibilities are proposed from the sales area-related data from the customer master
- SAP CRM component Organizational Data
- You maintain the organizational model once for all applications in CRM. Scenario-specific data in the structure is assigned by attributes to the organizational units. These attributes are passed onto subordinate organizational units.
- Organizational models can be maintained and adapted dynamically.
- Responsibilities are defined independently from the business partner master and are determined, if required, from the organizational model.
39. What are Organizational Objects?
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
40. What is Organizational Management in SAP CRM?
Organizational Management in CRM offers you a flexible tool for displaying your company’s task-related, functional organizational structure as a current organizational model.
41. Define campaign management?
For the improvement of the sales, campaign management is used by an organization. It includes creating campaigns.