Questions were Asked in recent Interviews.

Is it possible to determine three employees (Manager, Group Leader, and Sales Person) along with a sales prospect in Partner determination?

How to send emails Target groups in email campaign promotion?

What are the post-installation best practices? What are some best practices to follow when integrating CRM?

We contact a target group using email campaign, Now how do we monitor the replies. I want to contact the customers who didn’t respond to the email campaign?

What is the method to transfer data from Development Server to QC and then to production, and in which server does the SAP CRM Functional consultant work?

What are the solution manager roles in SAP CRM project?

What is the Debugging?

Why are using service process in SAP CRM?

Which types of errors comes in complaints & Retunrs?

How to create and assign item category in installed base?

How to maintain service item for service process?

How to use and how to process service contract in SAP CRM service project?

We are missing price entry, which type of errors comes on complaints and return process?

What is action profile in SAP CRM?

How to use complaints and returns life cycle in service process?

Explain difference between campaign management and trade promotion?

How to assign Marketing Calendar and marketing planner in CRM 7?

Give me some examples of Business object, customizing object, and condition object?

Quotation transaction type comes under which functionality in CRM?

What is master data in SAP CRM?

SAP CRM

2. CRM Software
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.

eCRM or Web based CRM
- Self Service CRM
Self service CRM (eCRM) software Enables web based customer interaction, automation of email, call logs, web site analytics, campaign management.
- Survey Management Software
Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.

Customer Service
- Call Center Software
- Help Desk Software

Partner Relationship Management
- Contract Management Software
Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.
Example: Upside Software, Accruent Software, diCarta, I-Many.
- Distribution management Software

3. 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

SAP CRM Service - IBase

Installed Base

a. Funtional Locations – test Objects

b. Product Componetns

c. Individual Objects

d. Structured Components

Functional locations are Intangible, that is the reason it is called Test objects

Lower level Installed base, higher level Installed base

Based on installed base, they sign the agreement for service, you fix the products in different locations, these different locations are called Functional Locations / test objects,

Lower level install base can become higher level installed base.

Counter reading is applicable only to few products, not every product,

Qualification requirement

Customer asset is termed as installed base, and management of these assets is termed as Installed base management.

SAP ECC Vs SAP CRM

Account life cycle is delivered as a hidden function and must be activated in the UI configuration tool.

Group hierarchies originally maintained in SAP CRM cannot be transferred to the ERP system.

Customer hierarchies from the SAP ERP system can be loaded into SAP CRM

You can process hierarchies from the ERP system by assigning business partners to the nodes

These business partners are only used in process in SAP CRM, this data is not transferred to the ERP system.

Initial data transfer: object DNL_CUST_THIT

The SAP ERP customer hierarchy type must be mapped to the CRM business partner group hierarchy types.

The SAP ECC R/3 table KNVH (customer hierarchies) must be downloaded into SAP CRM. Initial data transfer: object DNL_BUPA_KNVH

IF this download is active, pricing account hierarchies cannot be created in SAP CRM.

Once the creation of the account hierarchy has been successfully completed, the system activates continuous data exchange (delta load) between SAP ERP and SAP CRM for each ERP customer hierarchy type which has been assigned to a CRM account hierarchy category in Customizing

Pricing

Conditions and price agreements are assigned to hierarchy nodes

Conditions and price agreements apply to all accounts that are assigned to the subordinate hierarchy nodes and are dependent on the customizing settings for pricing

Business partners are grouped together in a hierarchy for statistical and analytical purposes.

You can create account hierarchies in different categories such as the pricing or statistics category

An account can be assigned several hierarchies from different categories

The account hierarchy is sales area-independent, including its different hierarchy levels and nodes

In an account hierarchy of the “pricing” category, you can store sales area-independent data at each hierarchy level.

The account hierarchy allows you to group accounts in a multilevel group hierarchy

A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from account to hierarchy node.

Hierarchy nodes and dependent objects can be moved within the hierarchy

Hierarchy nodes and the dependent objects can be moved from Hierarchy to hierarchy or copied.

Marketing functions of SAP CRM

Generating Demand, Creating brand awareness and building long-term profitable relationship with customers are the top three marketing goals.

Typically, marketing begins with analyzing market segments and identifying who your most valuable customers are.

Marketing includes a variety of activities such as creating and running marketing campaigns across multiple channels, connecting with target customers, generating leads to support the sales force, producing and providing collateral and, last but not least, analyzing the success of all these activities in order to improve effectiveness of your marketing efforts.

Key Marketing functions of SAP CRM .

· Marketing planning to help plan all marketing activities centrally and implement them across the enterprise.

· Campaign management to control the complete marketing – campaign process, including design, execution, coordination, optimization, and monitoring.

· Lead management to enable sales professionals to use SAP CRM for gathering, qualifying, and distributing leads.

· Customer Segmentation to allow business users to create highly targeted segments at the customer, partner, organizational, prospect, and group levels.

· Personalization to create personalized product proposals for each web site visitor, whether the visitor is a prospect or customer.

· Marketing analytics to analyze customer behavior, segments, competitors, products, market channel, trends, profitability, and third –party market data.

SAP Interview Questions.

1) What is partner function? How will you do determination? Why we use?

2) What are the sources for partner functions?

3) What is the procedure to do text determination? Tell the process?

4) How many methods/profiles in Org determination? Can you do org det at item level?

5) What as Action? Why we use? What are the conditions we have? What type of actions you have used, for which scenario explain?

6) Tell me some transaction types? How many Levels are there in transactions?

7) What is activity? Types, customizing settings? How will you change the reasons according to the status?

8) Campaign mgt wt you know? Wt are the settings will you do?

9) How will you execute campaign? Where you have used campaign explain?

10) Where will you enter responsible partners in web UI? Wt settings will you do?

11) Can you run campaign without products? What are all necessary to run campaign? What settings will you do to send mail from your system?

12) How will you create Activity when you trigger e-mail campaign?

13) Where all you can create target groups?

14) What you know about Product proposal, why we use it? Where we use it?

15) What is the customizing for top n products?

16) How will you determine ranking values?

17) What are mail forms? How will you do in WEB UI?

18) Tell me what you know about Web UI customizing? How can we edit labels?

19) How can you create your business Role?

20) What is call list, do you have any idea?

21) What are the Business Roles available/you know?

22) What you know about IC?

23) What is Lead? What you know about it?

24) What are the customizing settings for lead?

25) What are the customizing settings for Campaign?

26) How to make a campaign template/Marketing Plan Template?

27) How can you customize assignment block?

28) Can you delete an Assignment Block of a campaign? What are the customization steps?

29) What is ASAP methodology?

30) What is your system landscape?

31) What is a BP field grouping? Why is it used?

32) Which BP role would the BP’s created form ELM come under?

33) Difference b/w BP Role and Partner Function?

34) What are the setting required for Service Order?

35) What is your service life-cycle?

36) What is Blue Print Phase? What does the document consist of?

37) What are actions? Why did you use them in your project?

38) What is email processing?

39) What is workflow?

40) What is I-Base? What is I-Base category?

41) What is E-CAT?

42) What is LSMW?

43) What are adaptors?

44) What is BDocs?

45) What is application builder?

46) How did you customize IC for service project?

47) What Business Roles did you configure? Profiles used?

48) Which all profiles did you use?

49) How to activate/deactivate work centers?

50) What are Logical Links? Where do you adjust them?

51) What is Master Data? What is it used for?

52) What is territory master data?

SAP CRM Web UI

Evaluation of CRM Web UI

SAP CRM started back in the late 1990s and early 2000s providing the standard SAP user interface SAP GUI for the SAP CRM solution.

With SAP 3.1 SAP introduced the first completely Web-based user interface with zero client side installation requirements – the people centric user interface embedded in the SAP NetWeaver (Enterprise) Portal.

In release SAP CRM 4.0 SAP introduced a user interface that was especially designed and optimized for the large user group of interaction center agents – the interaction center Web Client.

With SAP CRM 2006s/SAP CRM 2007 the new CRM Web Client User interface was introduced as replacement for SAP GUI and People centric user interface.

Key Goals to developing the new User Interface.

Equal focus on New UI Interaction and navigation concept

Easy and Flexible UI configuration

Complete UI architecture with an unchanged UI technology - based on Business server pages (BSP)

End-user focused functionality

The CRM Web Client is designed for the business user, providing role-based workspace that is easy to use and navigate.

UI Elements

A- Header Area

B- Navigation Area

C- Work Area

The combination of Header area and Navigation area are called L-shape.

Note: The L Shape always stays fix, so the user always has access to common functionality and never gets lost

The L-Shape provides easy global navigation through the entire CRM application. It includes generic shortcuts for fast data entry or data access. The L-Shape consists of the header (top) and Navigation (left) area.

L – Shape Contains

1. System links

2. Saved Searches

3. Work area title

4. History back/forward

5. Navigation Bar – Work center

6. Navigation Bar – Quick Create

7. Navigation Bar – Recent Items

8. Open /Close Navigation Bar

Navigation Bar contains, First level Navigation entries, Second level Navigation entries.

Note: The Navigation bar is controlled via a corresponding profile in customizing.

Create Area

The create area allows users to start creation of any object quickly, no matter where the use is located in the SAP CRM application at the moment.

Links in the create area navigate to the corresponding standard create pages; this area is freely configurable per role, this area can be personalized by the user.

The main idea behind the quick create area is to provide the user with quick links for creation of the most frequently used applications, this area thus contains only the entries needed multiple times a day, rather than the ones needed once every two weeks.

In the standard delivery, the create area contains only the most important create links (Appointment, E-mail, Task, and Sales call) plus role specific links.

Personalization of the create area can be found under the general personalization (personalize navigation bar)

Recent Items

The recent items area allows the user to navigate to the items that he has worked on most recently.

Recent Items Options

Links in the recent items area navigate to the corresponding objects.

This area is configurable per role

This area can be personalized by the user.

E-Mail Inbox

The E-Mail Inbox is a temporary view of the current users groupware inbox, by opening this page, no email is replicated from groupware to SAP CRM, it is only a real time view. The user can choose selected e-mails and transfer.