Top 40 Sap Crm Functional Interview Questions You Must Prepare 19.May.2024

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.

  • 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

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

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.

  •  Lead: It is an account or contact with very little information.
  •  Opportunity: It is a contact or account which has been qualified.

The important components of IPC are

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

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.

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
  • Product­related information such as what products were Discussed with the customer or the number of samples given to the customer

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

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

Some of the standard transaction types for sales are
• LEAD- lead
• AG- Quotation
• Opt-Opportunity
• OPSM- Sales Methodology
• TA- Tele Sales, etc.

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

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 follow­up 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.

It depends on the Landscape of your environment Example: Sandbox – Development – Testing or Quality ­Production In support process usually you replicate the issue that the user has got in the testing or quality environment and then try for a solution.In Implementation, sandbox is used as a rough book to try implementing and doing experiments, later you do a clean configuration in Development and then transport the same to Testing or Quality and finally go live to the production environment.

 

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 :
1) Define logical system for ECC ( Name ) .
2) Define logical system for CRM ( To establish the cross connection ).
3) Identify the data which you wanted to copy to crm.
4)Assign logical system to the client.

SAP CRM :
1) Define logical system for CRM.
2) Define logical system for ECC.
3) Assign logical system to client.
4) Copy the required data from ECC.

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

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
• Payer

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.

“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.

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.

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

  • Prior to SAP CRM 7.0, the service ticket was the business transaction recommended by SAP for service issues related to the Help Desk in the IC.
  • However, as of SAP CRM 7.0, SAP introduced a new business object type called the service request, which can be used in the Interaction Center, as well as in other CRM business roles such as the Service Professional role.
  • New customers should use the service request rather than the service ticket.Existing customers who are already using the service ticket should migrate to the new service request when possible (although you can still continue to utilize the IC service ticket). 
  • In order to facilitate the migration, it may be necessary to create a custom report to handle the conversion of open (pending) service tickets to service requests.

To delete business partner you can use BUPA_DEL and BUPA_PRE_DA.

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.

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 e­mail campaigns for the product promotions.

 

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

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.

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.

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

There is no relevance of the Billing field in the Opportunity

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

Master Data is org & CP basic data which are mandatory for creating org & CP in CRM system.EX: Org Name & address details & Contact details and CP related Names and contact details.

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.

 

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.

  • When an interaction record is created the system creates an ‘anchor’ document flow link (relationship type INTO with object type CRMCICANCH). This differentiates an interaction record from all other Activity Business Objects (BUS2000126).
  • This additional anchor is used in navigation: when navigating from the interaction history or inbox to an interaction record, the system will use this anchor to determine whether an activity is of type interaction record or not. 
  • An interaction record typically has other screens than a normal business activity.The BW extractor makes also use of this anchor object to differentiate interaction record related statistics from regular business activities.

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.

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

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.

There are different types of campaigns like E­mail campaigns, Call list can be generated, Campaigns can be run to create leads etc.,