Latest SAP CRM Interview Questions and Answers
QUESTION 1
Organization Model
What is the difference between standard backend version
and enhanced back end version of organization model?
ANSWER The enhanced version allows for multiple assignments of a single object. As an example, in R3, a sales group can be assigned to multiple sales offices. In the standard organization model, this is not possible. As SAP’s CRM product has evolved, it has become more compatible with the R3 product. Before CRM 4.0, it was not possible to assign an organization object to more than one organizational object. This was a problem for many SAP customers because in R/3, it is possible. So in 4.0 and after, SAP introduced the ability to handle multiple assignments and a program to convert the org model to this structure. So if your client has R/3 organization model that involves multiple assignments, you will need the enhanced version.
QUESTION 2
Creation of a Business Partner
I have several questions.
1) While creating a business partner in CRM enterprise, it
asked for BP role.
I created it with a role prospect. Later on, this partner has
given me some business. Shall I create a new record for this
business partner or change the existing partner record like a
‘prospect to sell to party’.
2) Who creates the business partners? Is it an end user or a
functional consultant?
For example, if I created a prospect in CRM enterprise on
production server and in due course, this business partner
have given me some business. Shall I create a new BP record
of role sold to party or change the existing record from BP
role prospect to BP sold to party?
ANSWER It depends on specific situations and required functionalities. If you are talking about a project mode where you as a consultant are customizing and developing, for example CRM online, you might want to have a master data to test your configuration. In that case, you probably will create some of your own master data simply to test everything you are configuring (development system). On a production system however, it is usually the end user - 5 - who creates the master data, such as business partners, products, etc. The company however should decide if for example every sale should be able to create new prospects/customers in the system, or if this should happen via a single point of entry (1 team responsible for creating and maintaining master data). You would have to change the classification of the business partner (see tab page classification hours) from prospect to customer. Again, where you do it depends on your setup. Which system is leading (CRM or R/3) and who are prospects or customers replicated from one system to the other.
QUESTION 3
ANSWER It depends on specific situations and required functionalities. If you are talking about a project mode where you as a consultant are customizing and developing, for example CRM online, you might want to have a master data to test your configuration. In that case, you probably will create some of your own master data simply to test everything you are configuring (development system). On a production system however, it is usually the end user - 5 - who creates the master data, such as business partners, products, etc. The company however should decide if for example every sale should be able to create new prospects/customers in the system, or if this should happen via a single point of entry (1 team responsible for creating and maintaining master data). You would have to change the classification of the business partner (see tab page classification hours) from prospect to customer. Again, where you do it depends on your setup. Which system is leading (CRM or R/3) and who are prospects or customers replicated from one system to the other.
QUESTION 3
Use of R/3 conditions in CRM
We are trying to replicate SAP R/3 pricing conditions to
CRM.
Initial download of pricing customizing has been done. R/3
pricing conditions are displayed in CRM customizing well
(pricing, rebates and free goods).
Though when I go in customizing (in CRM) to use these
R/3 conditions in condition maintenance under “marketing
planning and campaign management”,
I can see my rebates conditions, the free goods conditions
but not the other conditions applying directly in the sales
order.
I have checked the configuration for the conditions not
shown. They are categorized in:
Application = CRM;
Usage ‘PR’ for pricing;
Source R/3;
Is there any particular reason for this?
ANSWER Conditions created in R/3 and replicated to CRM can only be maintained in R/3. If your middleware is set properly, any changes (VK11, VK12) will replicate to CRM. - 7 - Only conditions created in CRM are maintained in CRM (most likely documents that do not replicate back to R/3, if that scenario exists for you). If you are trying to create condition records for a marketing campaign, you will need to do a couple of things: 1. Maintain the “condition maintenance group” to include the condition type and table for maintenance context CAMPAIGN; 2. In R/3, designate that this condition type is maintained in CRM;
QUESTION 4
SAP NetWeaver
I have a couple of questions about the SAP Netweaver:
1] Is it necessary to work in SAP Netweaver environment
to configure/customize SAP CRM modules especially IC
Webclient and Internet Sales even though the company does
not have SAP BW/SAP APO in its System Landscape Design?
2] If so, then as SAP CRM consultant, what are the necessary
things to know about SAP Netweaver?
✍
ANSWER The answers are provided according to the number they were asked: 1. You are indeed working in SAP Netweaver environment. SAP Netweaver is an open platform for integration purposes. In fact, for you as a consultant, you will probably not have much to do with SAP Netweaver, unless you would be doing XI or BW. You can use CRM as a standalone application or integrated with SAP R/3 and/or BW. Depending on what the customer will be implementing, you will of course have a different system landscape. 2. Just do some reading on SAP Netweaver technology. You don’t need to get into real detail. Just check out information on help.sap.com or on service.sap.com. There is a lot of information available.
QUESTION 5
ANSWER The answers are provided according to the number they were asked: 1. You are indeed working in SAP Netweaver environment. SAP Netweaver is an open platform for integration purposes. In fact, for you as a consultant, you will probably not have much to do with SAP Netweaver, unless you would be doing XI or BW. You can use CRM as a standalone application or integrated with SAP R/3 and/or BW. Depending on what the customer will be implementing, you will of course have a different system landscape. 2. Just do some reading on SAP Netweaver technology. You don’t need to get into real detail. Just check out information on help.sap.com or on service.sap.com. There is a lot of information available.
QUESTION 5
Enterprise Portal
What exactly is Enterprise Portal and in what way do SAP
CRM Consultants connect to it?
What are the activities that they have to do in EP?
ANSWER The enterprise portal is a Portal which allows people to have a single point of access to different applications, tools, and other information sources. For example, it is possible to have via single sign on the SAP EP (enterprise portal) access to CRM processes like marketing and campaign management, service processes , but at the same time access to BW reports and or queries, and database access to non SAP database related data. Integration in the SAP portal for CRM is via I-Views. It is called People Centric CRM and the screens that you integrate in the portal are PCUI screens. Another thing is BSP developments (BSP applications like the IC Webclient – via Transaction code SE80 you can look up the BSP application CRM_IC, which is the IC Webclient BSP Application for the IC Webclient) that can be integrated in the SAP Portal. SAP delivers those working assets in the form of Portal Roles, like for example CALL Center Agent, or Marketing Manager. Every role gives access to specific work sets which give access to specific Iviews or screens.
QUESTION 6
ANSWER The enterprise portal is a Portal which allows people to have a single point of access to different applications, tools, and other information sources. For example, it is possible to have via single sign on the SAP EP (enterprise portal) access to CRM processes like marketing and campaign management, service processes , but at the same time access to BW reports and or queries, and database access to non SAP database related data. Integration in the SAP portal for CRM is via I-Views. It is called People Centric CRM and the screens that you integrate in the portal are PCUI screens. Another thing is BSP developments (BSP applications like the IC Webclient – via Transaction code SE80 you can look up the BSP application CRM_IC, which is the IC Webclient BSP Application for the IC Webclient) that can be integrated in the SAP Portal. SAP delivers those working assets in the form of Portal Roles, like for example CALL Center Agent, or Marketing Manager. Every role gives access to specific work sets which give access to specific Iviews or screens.
QUESTION 6
Deploying SAP CRM Projects
What is the implementation tool/methodology that is
generally used in deploying SAP CRM projects? Is it ASAP
or Solution Manager?
ANSWER You can use the SAP Solution Manager as a customer platform for efficient implementation and operation of SAP Solutions such as the mySAP Business Suite (CRM). It makes use of the mentioned ASAP (key accelerated SAP implementation concepts). The way I approach things is usually the following (supposing that the customer is considering implementing SAP CRM): 1) First you analyze business requirements. What processes are being used? Are the processes working in an optimal way? 2) What processes need to be improved? How can you improve them from a business perspective? 3) Make AS-IS analysis of the current business process and designs the TO BE processes. 4) Translate the TO BE processes into system processes such as marketing and campaign management, account and contact management, IC win or Webclient, complaint or case management….. - 11 - 5) Consider complexity, cost, added value, ease of use, user acceptation, implementation time and budget, during the BLUEPRINT phase. 6) During the BLUEPRINT phase, it is likely that you do not know what SAP functionalities within CRM are existing, and are best to implement. Therefore I usually do a lot of research on different sources. I usually read SAP HELP, search presentations, Online knowledge products and other information on help.sap. com or on service.sap.com (make sure you get a S-user and password on this site) look at SAP notes and also ask questions on forums like sapfans.com or others. But one of the best search tools for SAP functionality are internet search engines, such as Google.
ANSWER You can use the SAP Solution Manager as a customer platform for efficient implementation and operation of SAP Solutions such as the mySAP Business Suite (CRM). It makes use of the mentioned ASAP (key accelerated SAP implementation concepts). The way I approach things is usually the following (supposing that the customer is considering implementing SAP CRM): 1) First you analyze business requirements. What processes are being used? Are the processes working in an optimal way? 2) What processes need to be improved? How can you improve them from a business perspective? 3) Make AS-IS analysis of the current business process and designs the TO BE processes. 4) Translate the TO BE processes into system processes such as marketing and campaign management, account and contact management, IC win or Webclient, complaint or case management….. - 11 - 5) Consider complexity, cost, added value, ease of use, user acceptation, implementation time and budget, during the BLUEPRINT phase. 6) During the BLUEPRINT phase, it is likely that you do not know what SAP functionalities within CRM are existing, and are best to implement. Therefore I usually do a lot of research on different sources. I usually read SAP HELP, search presentations, Online knowledge products and other information on help.sap. com or on service.sap.com (make sure you get a S-user and password on this site) look at SAP notes and also ask questions on forums like sapfans.com or others. But one of the best search tools for SAP functionality are internet search engines, such as Google.
QUESTION 7
The Most important and Mandatory
Functions
Which are the most important and mandatory functions,
function modules and Transaction codes of IC Webclient,
Marketing and Base Customization?
ANSWER I suggest you follow existing courses like the:
ANSWER I suggest you follow existing courses like the:
- CR100: CRM base customizing
- CR600: Marketing and Campaign management
- CR400: IC Winclient
- CR410: IC Webclient
If you have access to a CRM system, you will discover the
Transaction codes easily!
In the SAP Menu, you can click open the relevant folders,
and display the Transaction codes by displaying the technical
names.
To do so, in the menu: you do “Extras> Settings> Display
technical names”.
For Customizing you can check also the relevant paths:
Customizing is done via Transaction code SPRO.
Look up function modules via transaction code SE37.
Business Add-ins via SE18. In order to understand how everything works, I advise you
first to read existing documentation (power points about for
example IC Webclient, SAP help information) and also the
relevant Customizing documentation.
QUESTION 8
General System landscape for CRM Projects
What is the system landscape design for CRM projects?
What are the integration points within CRM and with other
systems?
ANSWER The system landscape for CRM or any SAP Module usually looks like this:
ANSWER The system landscape for CRM or any SAP Module usually looks like this:
A) Development system (here you do all customizing settings
and developments).
B) QA (quality assurance system): for end user training
and especially for unit testing and integration testing
purposes.
C) Productive system.
SAP CRM is for example usually integrated with a backbone
SAP R/3 system. Integration in this case happened via the
CRM middleware. On both sides (R/3 = plug in and CRM you
will have a R/3 adapter).
For integration with BW there exists a BW Adapter. (In
the CRM system, SAP delivers by the way standard data
sources that can be used by the BW system. They can be
activated (content) and replicated to the BW System for data
analysis.
QUESTION 9
QUESTION 9
Interview Questions faced with IC Webclient,
et. al.
When interviewing a possible candidate, what are the
interview questions that I should ask in relevance to IC
Webclient, Marketing, and Base Customization?
ANSWER Here are some probabilities:
ANSWER Here are some probabilities:
- Project experience?
- CRM functional knowledge? Which components?
- Technical knowledge (abap, oss notes implementations,
BSP and html knowledge)?
- What are best practice cases? What is the added
value?
- Show functional experience (e.g. how to create
marketing plan, campaign, target groups, and sent
out email to existing target group….) and customizing
knowledge… (know what is possible, but also the
limitations)
- Why IC Webclient instead of IC Winclient?
- What about performance of IC Webclient?
- What about User interface differences and customer
adaptation and training?
- Possibility to show a small demo (stay in SAP Standard
delivery) in short notice?
QUESTION 10
Material Data flow from CRM to CDB
Does any one know how can we stop the material changes to flow from CRM to CDB?
ANSWER
If you do not want to download all the materials from CRM to CDB then disable the MOBILEBRIDGE for Product download.
If you want it specific for particular material types then you need to enhance the Mobile Bridge Adapter not to map those material types.
