SAP CRM INTERVIEW QUESTIONS
1. What is the difference between standard backend version and enhanced back end version of organization model?
A. 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.
2. 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?
A. 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.
3. If so, then as SAP CRM consultant, what are the necessary things to know about SAP Netweaver?
A.Just do some reading on SAP Netweaver technology. Youdon’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.
4. 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?
A.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 beintegrated 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
5. What is the implementation tool/methodology that is generally used in deploying SAP CRM projects? Is it ASAP or Solution Manager?
A. 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…..
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.
6. Which are the most important and mandatory functions,function modules and Transaction codes of IC Webclient,Marketing and Base Customization?
A.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. (Usually relevant BAdI’s are also mentioned in customizing under the relevant path).
In order to understand how everything works, I advise youfirst to read existing documentation (power points about for example IC Webclient, SAP help information) and also the relevant Customizing documentation.
7. What is the system landscape design for CRM projects?What are the integration points within CRM and with other systems?
A.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.
8. What is the difference between Interaction Center Winclient & Interaction Webclient? Do I need to attend both trainings?
A. The User Interface, that’s the difference for Winclient dynpro and for Webclient BSP. Since most likely you’re familiar with dynpro’s and the business logic is the same for both UIs I’d recommend for you to attend the Webclient training.
Winclient is using the typical SAPGUI whereas the Webclientis based on BSP developments (standard BSP applications CRM_IC or CRM_IC_AUTO for automotive industry).
The courses available are:
CR400: IC Winclient
CR410: IC Webclient
I followed both courses, and depending on what you want to implement or what the customer will be implementing you should best follow the specific course! You should know that the basic principles (processes and functionalities) are the same within both user interfaces. SAP however still supports IC Winclient, but new developments are focused on the IC Webclient.
In case of performance and stability you are better of with the Winclient, although SAP is running up on that matter also for the Webclient. SAP claims that both UI should be comparable!
Furthermore, from an end user perspective, the way of using the two tools, is quite different. The Webclient is much more user friendly and the overview is much easier and intuitive.
Customizing for both applications is done separately.
You will have a separate customizing path for IC Winclient and for IC Webclient. (They overlap however sometimes, so do not implement both UI at the same time on the same server).
The IC Webclient is much more flexible, since you can ‘easily’change screen fields, screens, layout and stuff like that! But I would not take easy in a literal way. You can integrate your own BSP developments in the IC Webclient, and also R/3 processes and or Internet pages.
To implement the Webclient, I advise everyone to take a look at the IC Webclient Cookbook (available on Service.sap.com), check the available PowerPoint’s on this matter; read the SAPHelp (IC Webclient and Winclient), and follow the training!
Typically you will need following resources:
- Functional consultant who understands call center processes can analyze customer requirements; customize the IC Win or Webclient;
- ABAP Programmer (object oriented programming knowledge is required -methods, BADI’s;
- BSP developer (MVC -model view controller concepts knowledge, html and xml knowledge); Your succeeding question’s answers depend on who your CRM users will be and what data they need.
9.What ID to use to login to XCM Configuration for user administration
A. I am currently following the BP CRM Internet Sales (C14) guide to configure the internet sales settings.There is a step (4.1.41) asking me to log on to http://<host>:port/isauseradmin/admin/xcm/init.do to enter the configuration parameters. However, I encountered: ‘The requested resource does not exist’ error. I have checked with the Basis person and he has no idea why the system does not recognize the URL. I have tried using a different URL such as http://<host>:port/B2B/admin/xcm/init.do and was prompted for ID and password, but ironically we do not know what ID and password to use.
Why is this happening?
A.The ISA application is installed on the Java Server (if your basis person did that). So when you click the link and it asks you for the login and password, it refers to the Java Server on which the ISA resides.
10.EEWB is not very flexible
We only want to see the Customer Data Tab for ‘Person’. Not for Organization or Group. The BP transaction has been extended with a New Table and CI using the EEWB (Easy Enhancement Work Bench).
Does anyone know how I might display the Customer Data conditionally only for a certain BUT000-TYPE. (VALUES: 1 = Person, 2 = Organization, 3 = Group)?
A.You can use TRANSACTION CODE: BUPT. Create a new Data Set and assign the View that got created via EEWB. Now add this Data Set to your desired BP role. This way, your new file will be only visible to that particular role, and not on any other screens. Just remember when using the EEWB that if you replicate your objects it will revert all other object back to standard. Thus you will and can lose other objects created within the EEWB. So as a final setup you should copy or replicate your programs into the other standard SAP development tools, such as a standard BADI as an example.
11.Mapping CRM BP to R/3 . I have to map CRM business partners to the R/3 business partners. How can I do this?
A.Use PIDE Track. You can map R/3 to CRM and vice versa. Other things you can do:
1. You can read the ‘Best practices’ for CRM for further familiarity with the subject.
2. Try transaction SMOEAC.
12. I have been working on CRM using the GUI and have not much knowledge in the Internet Sales functionality. My client wants the ability of the customer entering the specification/ requirements wherein the system will return a list of possible products for his selection. Is this possible? Can this requirement be met by using Guided Selling? Is there other ways apart from using Guided Selling?
A. You can take a couple of approaches on this matter:
1. With the Product catalog, you can set up and assign product attributes to the product models and then use them as selection criteria in the product catalog.
2. With Product variants, you could build configurable products and use type matching with product variants to propose products based on cystic values.
3. Guided selling. Implementation of IPA and with the use of Knowledge base editor, looks pretty cool but may be a lot of set up depending on the number of products.
Option 1 would be much simpler and works well provided that there are no interdependencies between the attribute values, i.e. if you chose color = red, you can’t have size=13
An alternative approach:
There is a concept called Product Determination in Internet Sales of SAP CRM. Essentially, you would be in a position to attach some commonly used names to the CRM products and configure the same.
13.Does any one know how can we stop the material changes to flow from CRM to CDB?
A.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.
14. My client made a change in the discount conditions in SD and now they want that reflected on the CRM.What I have been told is to run transaction R3AS, for some Objects, already specified by the client. Some examples of the Objects:
- DNL_CUST_SALES;
- ZDNL_CUST_A502;
Do I have to be careful with this Z object or is it the same? After I load the Objects, how can I confirm the activity?
Is it necessary to restart IPC services so that the pricing will be reflected?
A.You can use transaction R3AM1 to check that the customizing object was transferred. When you update pricing or if the connection is broken between CRM and the IPC, you should always bounce the IPC manually
15 .I need help in creating CRM sales area data (distribution channel, division etc). I am not integrating with R/3 yet. I set distance channel, division, sales organization, organizational data profile, determination rules et al in IMG.
However, it doesn’t show up when I create BP as an organization. How do I resolve this issue?
A. Please check your organizational model if the scenario for sale is filled by the object you are using.
First, go to the BP which you created. Go to sold-to-party and in that one button, there will be an assigned sales area. Select that button then it will show all assigned sales areadata. In there, select your sales area. It will immediately display related data below.
16.Mobile Client Installation.I installed the Mobile client but there was an error saying that the user database couldn’t be created. What is the Username and Password for the installed client? If I need to create a Username and Password, what do I need to do
. If you have installed mobile client with demo database, ID/PW will be “crmuser/crm”.But, for an empty database, you have to assign SiteID and create ID/PW using ‘SMOEAC’. Then, try to connect transactions in order to sync the data from CDB to the empty database. From there, you may log on successfully.
17. Can we get price for the products by maintaining condition types in CRM without connecting to IPC?
A. You can maintain condition records in CRM but you will need to IPC for pricing determination.
18. CRM landing page. Could you tell me the transaction used for reaching the landing page for the web client from the GUI in CRM v4
A.If you are talking about BSP page, do the following:
1. /nSE80
2. Choose ‘BSP Application’
3. Find ‘CRM_BSP_FRAME’
4. Choose select.htm under ‘Page with flow logic’
This page will guide you to choose one BSP application.
An alternative solution will be:
Open the WebClient from a browser, not the SAPGUI. As usual, the link depends on the server and ports you have it installed on. For example: http://myserver:myports/sap/bc/bsp/sap/crm_ic/default. htm?sap-client=010
Now, if you were actually asking how to access the development components of the application, then the correct answer is SE80. Use BSP application CRM_IC.
19.Variant Configuration Can you please help me out with the Variant Configuration in the SAP CRM? I do know that it is configured in SAP MM but what is the use and effect of the Variant Configuration in CRM? How is it done in CRM?
A. Do the following steps:
1. Create your product models in R/3 (PME is a toy, avoid it like the plague).
2. Create a knowledge base.
3. Create a run time version.
Middleware object SCE distributes RTV to CRM.
IPC is used to configure the product during order entry.
20. Currently, the order confirmations are printed for all sales order in R/3. With the implementation of CRM, we will be creating SO in CRM. However, I just tested and found that the order confirmation is not printed when the SO is created-replicated in R/3. Is it possible to output the order confirmation from R/3? What does “type of data exchange scenario” mean?
A. For the first question, the answer is yes - you should be able to continue to issue order confirmation output from R/3.
For the second question: the available Data ExchangeScenarios are:
1. Standard scenario
2. Scenario X
3. Scenario Y
4. Scenario X+Y
5. Scenario Z
6. Scenario X+Z
Data exchange scenarios control how orders are distributed from CRM to R/3. These settings are made in the R/3 adapterand your options depend on which versions of R/3 and CRM you are working with.
For example, with scenario X, you can re-determine pricing and ATP and other stuff but still keep the “ownership” of the document as CRM. But if the document is changed in R/3 it becomes an R/3 document.
Each Scenario has it own limitations and issues but you need to choose one and understand how it will impact your users.
If you have not read OSS note 541113, I advise you to go through it as it will be very useful to you.
21.what is the action profile in sap crm? how to use complaints and returns life cycle in service process ?
A.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.
22. What is the relation between crm and sapr3 architecture ?
A. 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
23. What is the difference between R/3 AND CRM ?
A. 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
24. How to integrate R/3 with CRM ?
A.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 .
25.Explain some example of business object, customizing object, condition object ?
A.Business objects are business partner sales order etc customizing objects are customizing country, customizing time zone etc, conditions objects are pricing related
26. Quotation transaction type comes under which functionality in CRM ?
A. Quotation transaction type: AG
Functionality:
1. Create or Generate leads with Marketing Campaign
2. Track, qualify and close oppt
3. Manage and track ERP quotations
4. Process ERP Sales Orders
5. Fulfill logistics needs
6. Process invoices in ERP
7. Manage account parables
27. What is master data in sap crm ?
A. 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
28 How is the job market for sap crm ?
A.Market for CRM not too good it is just ok....The main problem is no one is perfect so we don't get guidance from anybody.......we have to struggle ourselves.
29. Suppose we have created a organizational structure in a non-sap system and how we will transfer this organizational structure to another non-sap systems ?
A. 1.Through Batch job we can transfer non spa org structure to another non sap org structure.
2.we can transfer non sap to sap and sap to non sap through
3.Batch Job..
4.check SM36
5.To monitor batch job SM37
30. What is the standard transaction type for quotation ?
A.Transactio type – AG
Item category - AGN
31. How to enhance BP ?
A.You can enhance the business partner from Easy Enhancement Workbench (EEW)
Key features of the Easy Enhancement Workbench include the following:
i)Wizard for adding new fields and new tables to business
ii)partner master data
iii)No required detailed knowledge of the development environment and data model Wizards for the extension process
32. How many tabs are there in navigation bar ?
A.Navigation bar concept comes in WEB UI
The navigation bar profile is defined in CRMC_UI_NBLINKS Based on how you define, you can have different work centers for different Navigation bar profiles
33.Whether sap consultant work on development server or testing server ?
A. 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.
Note: The above mentioned is just an example, the landscape and process can be different from organization to organization.
34. Can we download data from datasets/Info sets ?
A.Attribute sets, Info sets, BW query and ELM are the different data sources for segmentation.
35. How many types of campaign are their ?
A. There are different types of campaigns like E-mail campaigns, Call list can be generated, Campaigns can be run to create leads etc.,
36. What type of Business Scenario you are following in you Project ? Business Scenario means what ?
A. 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.
37. How to find target group & what is the flow of BP to Target group ?
A. 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).
38. What is Activity Journal ?
A.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
39.How can you maintain links between an opportunity and other sub opportunity?
A.This can be maintained with the help of project profiles. They are defined in the IMG settings
40.What is the significance of Billing relevance field?
A.There is no relevance of the Billing field in the Opportunity.
41.What do SAP CRM Consultants do in real-time?
A.Analyze the business requirements according and then configure the ERP.
42. What is the package that you use to save the OD profile?
A.$tmp and save it
43.What are the different organizational determination rule in CRM?
A.Rule type responsibilities.
Rule type organizational attributes.
or
There are two types:
1. Rule type this is working for read and evaluated.
2. Organisation type which is only read.
44.What are the prerequisites to create an opportunity?
A.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 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.
45.What is Netweaver in SAP & its role?
A.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.
46.What is the differences between R/3 pricing and CRM pricing?
A. In CRM, you could not find account keys.
or
Differences in Pricing in SAP CRM and SAP R/3
Functional Differences:
Function Condition Type in SAP R/3 Comments
Determination EK01, EK02 Connection is not supported in SAP CRM
Rebate processing BO01 to BO05 Rebate processing is not supported in SAP CRM
Down payment
processing AZWR Down payment processing is not supported in SAP CRM
Invoice lists RL00, MW15 Factoring discounts are not supported for invoice lists in SAP CRM
Cost prices VPRS Cost prices only exist in SAP CRM if delivery-related SAP CRM Billing is being used. In this case, the cost price is determined: Goods issue in the SAP R/3 OLTP System reads the costs and transfers them to the billing due list in the SAP CRM System.
Expected customer price EDI1, EDI2 Expected customer price via EDI is not supported in SAP CRM.
Differences in Condition Processing:
1. The source condition record cannot be displayed in SAP CRM for technical reasons, when processing conditions in a transaction.
2. Unlike SAP R/3, SAP CRM recognizes several pricing transactions. This enables you to compare pricing transactions. This can be useful after failed searches or price changes.
3. The pricing type cannot be predefined when starting a new pricing transaction in SAP CRM.
47. What is the typical landscape for a CRM project? What is the maximum
number of landscapes that you have worked on in a project.
A. CRM landscape typically has a minimum of three environments.
Development
Test (Quality Assurance)
Production
Though in a number of cases, there is also the Sandbox Environment, Training
Environment and a pre-Production environment all set up as separate physical boxes.
48. What is the difference between technical consultant and functional consultant with respect to their roles and responsibilities?
A. A functional consultant is typically responsible for running workshops, interviewing clients to get requirements, mapping these on to the Software, deciding the best way to customize the solution to meet these requirement keeping the client's future plans in mind.
A technical consultant is typically responsible for suggesting suitable technical solutions for gaps, setting up the system infrastructure, doing the developments, testing them, ensuring that performance is not affected etc.
In the CRM world in particular, the role between the technical & functional consultants is blurring with there being a large overlap.
49. What are the difference between Interaction Record and other Business Activities?
A.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.
50.Changing a field group in a PCUI screen
I would like to make some fields mandatory in a PCUI screen.
I know which field group I need to modify but otherwise I’m not sure how to proceed from there.
Where can I find any useful documentation to enable me to resolve this problem?
A. My suggestion is that you create your own view and thencopy the fields in your field groups to your newly created view. This way you can easily take out and modify the fields without affecting PCUI applications that are running without a view.If you want to make a field mandatory, just check the‘mandatory’ check box of the specified field in your view. Ofcourse you need to make sure that your application is then using the view in EP or ICWC.
1. What is the difference between standard backend version and enhanced back end version of organization model?
A. 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.
2. 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?
A. 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.
3. If so, then as SAP CRM consultant, what are the necessary things to know about SAP Netweaver?
A.Just do some reading on SAP Netweaver technology. Youdon’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.
4. 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?
A.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 beintegrated 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
5. What is the implementation tool/methodology that is generally used in deploying SAP CRM projects? Is it ASAP or Solution Manager?
A. 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…..
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.
6. Which are the most important and mandatory functions,function modules and Transaction codes of IC Webclient,Marketing and Base Customization?
A.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. (Usually relevant BAdI’s are also mentioned in customizing under the relevant path).
In order to understand how everything works, I advise youfirst to read existing documentation (power points about for example IC Webclient, SAP help information) and also the relevant Customizing documentation.
7. What is the system landscape design for CRM projects?What are the integration points within CRM and with other systems?
A.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.
8. What is the difference between Interaction Center Winclient & Interaction Webclient? Do I need to attend both trainings?
A. The User Interface, that’s the difference for Winclient dynpro and for Webclient BSP. Since most likely you’re familiar with dynpro’s and the business logic is the same for both UIs I’d recommend for you to attend the Webclient training.
Winclient is using the typical SAPGUI whereas the Webclientis based on BSP developments (standard BSP applications CRM_IC or CRM_IC_AUTO for automotive industry).
The courses available are:
CR400: IC Winclient
CR410: IC Webclient
I followed both courses, and depending on what you want to implement or what the customer will be implementing you should best follow the specific course! You should know that the basic principles (processes and functionalities) are the same within both user interfaces. SAP however still supports IC Winclient, but new developments are focused on the IC Webclient.
In case of performance and stability you are better of with the Winclient, although SAP is running up on that matter also for the Webclient. SAP claims that both UI should be comparable!
Furthermore, from an end user perspective, the way of using the two tools, is quite different. The Webclient is much more user friendly and the overview is much easier and intuitive.
Customizing for both applications is done separately.
You will have a separate customizing path for IC Winclient and for IC Webclient. (They overlap however sometimes, so do not implement both UI at the same time on the same server).
The IC Webclient is much more flexible, since you can ‘easily’change screen fields, screens, layout and stuff like that! But I would not take easy in a literal way. You can integrate your own BSP developments in the IC Webclient, and also R/3 processes and or Internet pages.
To implement the Webclient, I advise everyone to take a look at the IC Webclient Cookbook (available on Service.sap.com), check the available PowerPoint’s on this matter; read the SAPHelp (IC Webclient and Winclient), and follow the training!
Typically you will need following resources:
- Functional consultant who understands call center processes can analyze customer requirements; customize the IC Win or Webclient;
- ABAP Programmer (object oriented programming knowledge is required -methods, BADI’s;
- BSP developer (MVC -model view controller concepts knowledge, html and xml knowledge); Your succeeding question’s answers depend on who your CRM users will be and what data they need.
9.What ID to use to login to XCM Configuration for user administration
A. I am currently following the BP CRM Internet Sales (C14) guide to configure the internet sales settings.There is a step (4.1.41) asking me to log on to http://<host>:port/isauseradmin/admin/xcm/init.do to enter the configuration parameters. However, I encountered: ‘The requested resource does not exist’ error. I have checked with the Basis person and he has no idea why the system does not recognize the URL. I have tried using a different URL such as http://<host>:port/B2B/admin/xcm/init.do and was prompted for ID and password, but ironically we do not know what ID and password to use.
Why is this happening?
A.The ISA application is installed on the Java Server (if your basis person did that). So when you click the link and it asks you for the login and password, it refers to the Java Server on which the ISA resides.
10.EEWB is not very flexible
We only want to see the Customer Data Tab for ‘Person’. Not for Organization or Group. The BP transaction has been extended with a New Table and CI using the EEWB (Easy Enhancement Work Bench).
Does anyone know how I might display the Customer Data conditionally only for a certain BUT000-TYPE. (VALUES: 1 = Person, 2 = Organization, 3 = Group)?
A.You can use TRANSACTION CODE: BUPT. Create a new Data Set and assign the View that got created via EEWB. Now add this Data Set to your desired BP role. This way, your new file will be only visible to that particular role, and not on any other screens. Just remember when using the EEWB that if you replicate your objects it will revert all other object back to standard. Thus you will and can lose other objects created within the EEWB. So as a final setup you should copy or replicate your programs into the other standard SAP development tools, such as a standard BADI as an example.
11.Mapping CRM BP to R/3 . I have to map CRM business partners to the R/3 business partners. How can I do this?
A.Use PIDE Track. You can map R/3 to CRM and vice versa. Other things you can do:
1. You can read the ‘Best practices’ for CRM for further familiarity with the subject.
2. Try transaction SMOEAC.
12. I have been working on CRM using the GUI and have not much knowledge in the Internet Sales functionality. My client wants the ability of the customer entering the specification/ requirements wherein the system will return a list of possible products for his selection. Is this possible? Can this requirement be met by using Guided Selling? Is there other ways apart from using Guided Selling?
A. You can take a couple of approaches on this matter:
1. With the Product catalog, you can set up and assign product attributes to the product models and then use them as selection criteria in the product catalog.
2. With Product variants, you could build configurable products and use type matching with product variants to propose products based on cystic values.
3. Guided selling. Implementation of IPA and with the use of Knowledge base editor, looks pretty cool but may be a lot of set up depending on the number of products.
Option 1 would be much simpler and works well provided that there are no interdependencies between the attribute values, i.e. if you chose color = red, you can’t have size=13
An alternative approach:
There is a concept called Product Determination in Internet Sales of SAP CRM. Essentially, you would be in a position to attach some commonly used names to the CRM products and configure the same.
13.Does any one know how can we stop the material changes to flow from CRM to CDB?
A.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.
14. My client made a change in the discount conditions in SD and now they want that reflected on the CRM.What I have been told is to run transaction R3AS, for some Objects, already specified by the client. Some examples of the Objects:
- DNL_CUST_SALES;
- ZDNL_CUST_A502;
Do I have to be careful with this Z object or is it the same? After I load the Objects, how can I confirm the activity?
Is it necessary to restart IPC services so that the pricing will be reflected?
A.You can use transaction R3AM1 to check that the customizing object was transferred. When you update pricing or if the connection is broken between CRM and the IPC, you should always bounce the IPC manually
15 .I need help in creating CRM sales area data (distribution channel, division etc). I am not integrating with R/3 yet. I set distance channel, division, sales organization, organizational data profile, determination rules et al in IMG.
However, it doesn’t show up when I create BP as an organization. How do I resolve this issue?
A. Please check your organizational model if the scenario for sale is filled by the object you are using.
First, go to the BP which you created. Go to sold-to-party and in that one button, there will be an assigned sales area. Select that button then it will show all assigned sales areadata. In there, select your sales area. It will immediately display related data below.
16.Mobile Client Installation.I installed the Mobile client but there was an error saying that the user database couldn’t be created. What is the Username and Password for the installed client? If I need to create a Username and Password, what do I need to do
. If you have installed mobile client with demo database, ID/PW will be “crmuser/crm”.But, for an empty database, you have to assign SiteID and create ID/PW using ‘SMOEAC’. Then, try to connect transactions in order to sync the data from CDB to the empty database. From there, you may log on successfully.
17. Can we get price for the products by maintaining condition types in CRM without connecting to IPC?
A. You can maintain condition records in CRM but you will need to IPC for pricing determination.
18. CRM landing page. Could you tell me the transaction used for reaching the landing page for the web client from the GUI in CRM v4
A.If you are talking about BSP page, do the following:
1. /nSE80
2. Choose ‘BSP Application’
3. Find ‘CRM_BSP_FRAME’
4. Choose select.htm under ‘Page with flow logic’
This page will guide you to choose one BSP application.
An alternative solution will be:
Open the WebClient from a browser, not the SAPGUI. As usual, the link depends on the server and ports you have it installed on. For example: http://myserver:myports/sap/bc/bsp/sap/crm_ic/default. htm?sap-client=010
Now, if you were actually asking how to access the development components of the application, then the correct answer is SE80. Use BSP application CRM_IC.
19.Variant Configuration Can you please help me out with the Variant Configuration in the SAP CRM? I do know that it is configured in SAP MM but what is the use and effect of the Variant Configuration in CRM? How is it done in CRM?
A. Do the following steps:
1. Create your product models in R/3 (PME is a toy, avoid it like the plague).
2. Create a knowledge base.
3. Create a run time version.
Middleware object SCE distributes RTV to CRM.
IPC is used to configure the product during order entry.
20. Currently, the order confirmations are printed for all sales order in R/3. With the implementation of CRM, we will be creating SO in CRM. However, I just tested and found that the order confirmation is not printed when the SO is created-replicated in R/3. Is it possible to output the order confirmation from R/3? What does “type of data exchange scenario” mean?
A. For the first question, the answer is yes - you should be able to continue to issue order confirmation output from R/3.
For the second question: the available Data ExchangeScenarios are:
1. Standard scenario
2. Scenario X
3. Scenario Y
4. Scenario X+Y
5. Scenario Z
6. Scenario X+Z
Data exchange scenarios control how orders are distributed from CRM to R/3. These settings are made in the R/3 adapterand your options depend on which versions of R/3 and CRM you are working with.
For example, with scenario X, you can re-determine pricing and ATP and other stuff but still keep the “ownership” of the document as CRM. But if the document is changed in R/3 it becomes an R/3 document.
Each Scenario has it own limitations and issues but you need to choose one and understand how it will impact your users.
If you have not read OSS note 541113, I advise you to go through it as it will be very useful to you.
21.what is the action profile in sap crm? how to use complaints and returns life cycle in service process ?
A.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.
22. What is the relation between crm and sapr3 architecture ?
A. 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
23. What is the difference between R/3 AND CRM ?
A. 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
24. How to integrate R/3 with CRM ?
A.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 .
25.Explain some example of business object, customizing object, condition object ?
A.Business objects are business partner sales order etc customizing objects are customizing country, customizing time zone etc, conditions objects are pricing related
26. Quotation transaction type comes under which functionality in CRM ?
A. Quotation transaction type: AG
Functionality:
1. Create or Generate leads with Marketing Campaign
2. Track, qualify and close oppt
3. Manage and track ERP quotations
4. Process ERP Sales Orders
5. Fulfill logistics needs
6. Process invoices in ERP
7. Manage account parables
27. What is master data in sap crm ?
A. 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
28 How is the job market for sap crm ?
A.Market for CRM not too good it is just ok....The main problem is no one is perfect so we don't get guidance from anybody.......we have to struggle ourselves.
29. Suppose we have created a organizational structure in a non-sap system and how we will transfer this organizational structure to another non-sap systems ?
A. 1.Through Batch job we can transfer non spa org structure to another non sap org structure.
2.we can transfer non sap to sap and sap to non sap through
3.Batch Job..
4.check SM36
5.To monitor batch job SM37
30. What is the standard transaction type for quotation ?
A.Transactio type – AG
Item category - AGN
31. How to enhance BP ?
A.You can enhance the business partner from Easy Enhancement Workbench (EEW)
Key features of the Easy Enhancement Workbench include the following:
i)Wizard for adding new fields and new tables to business
ii)partner master data
iii)No required detailed knowledge of the development environment and data model Wizards for the extension process
32. How many tabs are there in navigation bar ?
A.Navigation bar concept comes in WEB UI
The navigation bar profile is defined in CRMC_UI_NBLINKS Based on how you define, you can have different work centers for different Navigation bar profiles
33.Whether sap consultant work on development server or testing server ?
A. 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.
Note: The above mentioned is just an example, the landscape and process can be different from organization to organization.
34. Can we download data from datasets/Info sets ?
A.Attribute sets, Info sets, BW query and ELM are the different data sources for segmentation.
35. How many types of campaign are their ?
A. There are different types of campaigns like E-mail campaigns, Call list can be generated, Campaigns can be run to create leads etc.,
36. What type of Business Scenario you are following in you Project ? Business Scenario means what ?
A. 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.
37. How to find target group & what is the flow of BP to Target group ?
A. 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).
38. What is Activity Journal ?
A.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
39.How can you maintain links between an opportunity and other sub opportunity?
A.This can be maintained with the help of project profiles. They are defined in the IMG settings
40.What is the significance of Billing relevance field?
A.There is no relevance of the Billing field in the Opportunity.
41.What do SAP CRM Consultants do in real-time?
A.Analyze the business requirements according and then configure the ERP.
42. What is the package that you use to save the OD profile?
A.$tmp and save it
43.What are the different organizational determination rule in CRM?
A.Rule type responsibilities.
Rule type organizational attributes.
or
There are two types:
1. Rule type this is working for read and evaluated.
2. Organisation type which is only read.
44.What are the prerequisites to create an opportunity?
A.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 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.
45.What is Netweaver in SAP & its role?
A.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.
46.What is the differences between R/3 pricing and CRM pricing?
A. In CRM, you could not find account keys.
or
Differences in Pricing in SAP CRM and SAP R/3
Functional Differences:
Function Condition Type in SAP R/3 Comments
Determination EK01, EK02 Connection is not supported in SAP CRM
Rebate processing BO01 to BO05 Rebate processing is not supported in SAP CRM
Down payment
processing AZWR Down payment processing is not supported in SAP CRM
Invoice lists RL00, MW15 Factoring discounts are not supported for invoice lists in SAP CRM
Cost prices VPRS Cost prices only exist in SAP CRM if delivery-related SAP CRM Billing is being used. In this case, the cost price is determined: Goods issue in the SAP R/3 OLTP System reads the costs and transfers them to the billing due list in the SAP CRM System.
Expected customer price EDI1, EDI2 Expected customer price via EDI is not supported in SAP CRM.
Differences in Condition Processing:
1. The source condition record cannot be displayed in SAP CRM for technical reasons, when processing conditions in a transaction.
2. Unlike SAP R/3, SAP CRM recognizes several pricing transactions. This enables you to compare pricing transactions. This can be useful after failed searches or price changes.
3. The pricing type cannot be predefined when starting a new pricing transaction in SAP CRM.
47. What is the typical landscape for a CRM project? What is the maximum
number of landscapes that you have worked on in a project.
A. CRM landscape typically has a minimum of three environments.
Development
Test (Quality Assurance)
Production
Though in a number of cases, there is also the Sandbox Environment, Training
Environment and a pre-Production environment all set up as separate physical boxes.
48. What is the difference between technical consultant and functional consultant with respect to their roles and responsibilities?
A. A functional consultant is typically responsible for running workshops, interviewing clients to get requirements, mapping these on to the Software, deciding the best way to customize the solution to meet these requirement keeping the client's future plans in mind.
A technical consultant is typically responsible for suggesting suitable technical solutions for gaps, setting up the system infrastructure, doing the developments, testing them, ensuring that performance is not affected etc.
In the CRM world in particular, the role between the technical & functional consultants is blurring with there being a large overlap.
49. What are the difference between Interaction Record and other Business Activities?
A.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.
50.Changing a field group in a PCUI screen
I would like to make some fields mandatory in a PCUI screen.
I know which field group I need to modify but otherwise I’m not sure how to proceed from there.
Where can I find any useful documentation to enable me to resolve this problem?
A. My suggestion is that you create your own view and thencopy the fields in your field groups to your newly created view. This way you can easily take out and modify the fields without affecting PCUI applications that are running without a view.If you want to make a field mandatory, just check the‘mandatory’ check box of the specified field in your view. Ofcourse you need to make sure that your application is then using the view in EP or ICWC.
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