SAP CRM INTERVIEW QUESTIONS Hands On Tip PDF

SAP CRM INTERVIEW QUESTIONS
Hands On Tips For Cracking The Interview
SAP CRM
INTERVIEW QUESTIONS
By KS
143 Real time Interview Questions,

CRM Tables ,CRM authorizations object, Transaction Codes
SAP CRM INTERVIEW QUESTIONS
Introduction :
Thanks For Buying This SAP CRM INTERVIEW QUESTIONS Book. This
book is designed to suit the needs of students / professionals who intend to prepare
for interview calls on SAP CRM . Often for the purpose of preparing you to
struggle to look for important topics & browse through some voluble concepts,
which you feel might be asked in an interview. Such a frantic search consumes a
lot of time & energy, as it requires goes through huge volume of SAP CRM
Technology. So in order to solve this dilemma we come up with SAP CRM
INTERVIEW QUESTIONS book, which will equipped to deal with such
problems.
All the best .

SAP CRM INTERVIEW QUESTIONS 1
1. What is SAP CRM

Answer : SAP CRM stands for customer relationship management. SAP CRM module is
one of the best tool provided by SAP and supports customer related process end to end.
The main concept of SAP CRM is managing the and maintaining relationship with
customers by firms. It deals with acquisition of customers and to its final termination.
SAP CRM enable a firm to obtain a 36o degree over there customers and various
functions such as accounts receivable (A/R), invoicing, fulfilment, delivery, decision
making and various functions.
SAP CRM module is integrated with other SAP modules such as SCM (Supply chain
management), PLM (Product life cycle management), SRM (Supplier relationship
management) and with various modules.
• To have good relationship with customers and attract new customers.
• Effective Communication with customers.
• To increase the sales and maximize the profits.
• Analyzing customers, vendors and partners.
Goals of CRM:
• Providing better and best customer service • Selling products more effectively •
Discovering new customers and maintaining relation with existing customers.
Versions:
• SAP CRM To released in 2009
• SAP CRM 6.0 released in 2007
• SAP CRM 5.0 released in 2006 ERP with SAP CRM
SAP CRM is one of the import tool in SAP ERP functionality. CRM enables the firms to
know about there customers and maximize profit ans expand the revenue. It enable trade
promotional management to impmve visibility and control in to the trade promotion
process.
SAP CRNI Solution: - SAP CRM solution contains various modules with various
functions areas such as CRM marketing, sales and services, mobility solutions, web-
client, Trade management, analytics, E-commerce, SAP IPC, SAP mobile client and
server.
CRM key features:

SAP CRM consists of three sub modules - Marketing. Sales Sr Services. Advantages of
CRM
• Increases customer satisfaction and attract new customers.
• Growth in number of customers in a high competition business world.
• It reduces cost and maximize profits.
• Boosts employee productivity and morale.
2. Mention what are the master data in SAP CRM?

Answer : In SAP CRM, the Master Data is basic data about your customer which can be
shared amongst different modules.
3. Explain what is Activity Journal?

Answer : You can record and update information from customer visit or telephone call in
Activity Journal.
4. Mention what is the standard transaction type for Quotation?

Answer : The standard transaction type for quotation is AG, and the item category is
AGN.
5. What do SAP CRM Consultants do in real-time?

Answer :Analyze the business requirements according and then configure the ERP.
6. What is the package that you use to save the OD profile?

Answer :$tmp and save it
7. What are the different organizational determination rule in CRM?

Answer :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.
8. What are the prerequisites to create an opportunity?

Answer :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.
9. What is Netweaver in SAP & its role?

Answer :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.
10. How is CRM and R/3 differ from each other?

Answer :R/3 is an integration of different application suits. It has its own architecture
and way fo functioning. CRM is all about maintaining the relationship with a customer.
It is supposed to enhance the profit of the company or organisation since the ultimate
goal of any company is profit. Therefore CRM is one step ahead for their goal
achievements.
SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer
(Client) which interfaces with the end user. Second layer is application layer for all
business - specific requirements (Program), and third is database which contains all
information and records about the system, including transcational and configration data.
SAP R/3 has been developed in it's own language called ABAP (Advanced business
application programming).
Different modules of SAP R/3 are - FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM,
WM etc.
Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM
etc).
11. CRM Software

Answer :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
12. Advantages of CRM

Answer :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
13. What is Business Process Management – BPM?

Answer :Business Process Management or BPM, is the practice of improving the
efficiency and effectiveness of any organization by automating the organization's
business processes. BPM used to be also know as Business Process Reengineering
(BPR).
Many companies have business processes that are unique to its business model. Since
these processes tend to evolve over time as the business reacts to market conditions, the
BPM solution you choose must be easily adaptable to the new conditions and
requirements and continue to be a perfect fit for the company.
In order to use BPM effectively, organizations must stop focusing exclusively on data
and data management, and adopt a process-oriented approach that makes no distinction
between work done by a human and a computer.
- The idea of BPM is to bring processes, people and information together.
- Dynamic infrastructure requires separation of flows, business rules and services.
- Identifying the business processes is relatively easy. Breaking down the barriers
between business areas, and finding owners for the processes is difficult.
- BPM not only involves managing business processes within the enterprise but also
involves real-time integration of the processes of a company with those of its suppliers,
business partners, and customers.
- BPM involves looking at automation horizontally instead of vertically.
- Business Activity Monitoring (BAM) is essential for measurement of BPM impact.
Examples of BPM tasks that your organization performs that should be automated
include:
- Expense Reports Travel Requests
- Purchase Orders Human Resource Management
- New Accounts and Credit Authorizations Sales Orders
- Project Management Software Change Management
The following example illustrates the power of BPM:

When a B2B partner needs some inventory, he can log into the web site and order
required inventory. An email will be generated and sent to the supervisor responsible for
the partner's inventory. The supervisor can click on the link in the email, login to the site
and approve the inventory. The partner will be notified of the allocation and the
inventory will be shipped.
14. Mention the types of profiles you find in lead and opportunity
Answer :
1: action profile
2: org. data profile
3: text profile
4: date profile
5: partner determination profile
6: subject reference profile
15. What is connectivity in SAP CRM?

Answer :
Connectivity is nothing but connecting the servers from CRM to any other system (SAP
or non- sap) using through middle ware we can connect the systems.
SAP CRM is a collection of adaptors.
16. Mention the tactics for the objective "brand awareness”

Answer :
door to door surveys
internet
advertising through different channels
17. Do we need to assign workflow in action?

Answer :No not required
18. What sort of customising do you do for creation of marketing planner?

Answer :
For marketing, we can do customizing setting like field grouping, objectives ,tactics,
additional date ranges any new field go for web setting, it is better go through the path
IMG -> CRM -> Marketing - Marketing Planning and Campaign Management
There you can do all customizing setting for marketing.
19. What is the transaction code for CRM-ANALYTICS?

Answer :
This is not the business transaction. CRM-Analytics is for datasource. It is for data
analysis to various business scenarios like Marketing, Sales, Service.
20. Explain IC WebClient Navigation Bar Profile? What is transaction launcher in IC

WebClient?
Answer :
Navigation bar is set functions that access to particular objects like (maintain accounts,
identify accounts, creat orders, call list maintenance , fact sheets and etc.)
Navigation bar appears in IC-WebClient left side, we can Customize accounting to our
requirement.
Transaction launcher is opens URL ID or web site.
Path: IMG -> CRM-IC Web Client -> Basic Functions -> Transaction Launcher ->
Define URL and Parameters
21. What are the difference between mySAP CRM and SAP CRM?
Answer : --> No difference. In the older versions, SAP used the term mySAP CRM.
Now, the term mySAP is no longer used.
Difference between CRM Enterprise and CRM Mobile.

--> I'm not entirely sure what you mean with "CRM Enterprise". However, CRM can be
accessed in different ways:
1. CRM: users work directly on the SAP CRM system. Transactions created are directly
saved in the CRM database.
2. CRM Mobile: users work on a mobile device (PDA, laptop, iPhone). Relevant data is
synchronized from the CRM server to the mobile device of the user.
Difference between transaction type and Customizing Header Level in CRM.--> No

difference.
22. Is CRM a add on to the SAP R/3 Application? That is like all other modules like SD,
MM, PP, FICO, CRM also can be made as a Add on?
Answer : --> No, CRM is not an add-on to the R/3 application. CRM will always run
on a separate instance with its own database. Also master data is not shared, but has to
be replicated from the R/3 system to CRM and vice versa.
23. What is the relation between CRM and SD?

Answer : The major difference between CRM & SD is as follows:
CRM- It is being customer relationship management, it mainly focuses on pre sales &
post sale activities to improve on customer relationship.CRM Sale, it uses Opportunities
management for creation of opportunities available with prospective customers. there is
also quotation management & order management available for order creation. But it is
optional as it can be created in SD too.
CRM Marketing includes Lead creation, Campaign management for publishing material
to customers or for lead generation, creation Target group of customers
CRM also uses Activity management by creation of customer interaction Activities with
customer.
CRM service uses Complaints & returns, Warranty Management, i base management,
Service Order management.
It also uses Account Management for managing vast data of customers & it is flexible
compared to SD customer data.
CRM also offers Interaction center capabilities to handle call center activities which is
not available with SD. Also, it offers internet Sales & Service for channel partner
management & self service.
All these above functionalities are not in SD as SD mainly being logistic module it is
mainly used for order & delivery management.
24. Whats the Difference between R/3 pricing and CRM Pricing?
Answer : There are lot of differences between SD Pricing and CRM Pricing the way it
works. The pricing technique works same way in both SD and CRM. However there are
no account Keys in CRM.
You also have an IPC/Pricing engine in CRM for pricing routines. You have a TTE - tax
engine for calculating taxes.
You can use R/3 as a leading system and download all pricing procedures, conditions
etc.
Differences are there in terms of:
Condition Processing
Condition Technique
Condition Maintenance
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.
Differences in the Condition Technique

1. Data determination at access level cannot be executed in SAP CRM.
Differences in Condition Maintenance

1. It is not possible in SAP CRM to display condition records for predefined selection
data in condition lists.
2. Mass copying of condition records is not possible in SAP CRM.
3. Change documents are not available in SAP CRM.
4. Archiving of pricing conditions is not possible in SAP CRM.
25.There is 31000 products in ERP and only 4100 in CRM. I've found products that
are not in CRM!I made the download creating a request via transaction R3AR2 but I
have just looked at the filters on the material object via transaction R3AC1, and there
is a lot of filter settings. Does those filters influence the request I created?
Answer : Filters that are set in txn:R3AC1 for the object would be applicable for all
types of load including request load, delta load and initial load.
You can check tables CRMM_PR_SALESA CRMM_PR_SALESG for corresponding
MVKE records of R/3.
What I could understand is that you have some problem with your filter conditions.
Hence forth, I would like to clarify the filter conditions and will try explain it to you
how it works :
Case 1 :
In R3AC1 : Filter is VKORG : 1000
In R3AR2 : Filter is VKORG : 2000
On Request Download from R/3 to CRM, Data will get downloaded for the Request
Filter.
Case 2 :
In R3AC1 : Filter is VKORG : 1000
KUNNR : 1000 – 2000
In R3AR2 : Filter is KUNNR : 1500 – 2500
On Request Download from R/3 to CRM, Data will get downloaded for KUNNR 1500 -
2500 with VKORG :1000 from R3AC1.
Case 3 :
R3AC1 : Filter is VKORG : 1000

KUNNR : 1000 – 2000
In R3AR2 : Filter is VKORG : 2000
KUNNR : 1500 – 2500
On Request Download from R/3 to CRM, Data will get downloaded for KUNNR 1500 -
2500with VKORG :2000 from R3AR2.
At the End of the Day, The filter works as follows :
1. SAME TABLE FIELD present in R3AC1 and R3AR2 :
Result : The filter conditions of request download will override the filter conditions of
R3AC1.
2. DIFFERENT TABLE FILED present in R3AC1 and R3AR2 :
Result : The filter conditions of both R3AR2 and R3AC1 are considered and the data is
filtered in the Request download. So , basically if the fields are different, THE AND
condition is applied on the filter.
26. Pricing Procedure Changes from R/3 to CRM

Trying to change the pricing procedures in R/3 which involves changes to "From" and "to"
calculation and as the same pricing procedures are being used in CRM, how do we
synchronize the same.
Does system automatically replicate the changes ?
Answer :
These are basically middleware transactions which you use to transfer Customizing, Master and
Transactional data from R/3 to CRM.
Banking on my memory, here is what you can do:

Menu Path: While in SAP Easy Access screen, choose Architecture and Technology/
Middleware -> Data Exchange -> Initial Load -> Start.
Tcode: R3AS
Then you have to monitor the status of the transfer and check if the transfer is complete by
using:
Menu Path: Architecture and Technology/ Middleware/Monitoring , Data Exchange/ Monitor
Objects or Tcode R3AM1
Finally use tcode SLG1 (options: object: COND_EXCHANGE, subobject: CUSTOMIZING),

to display a log for the data transfer.
27. How to extract data using BW from CRM?
Answer : Steps for Extracting data from CRM:
Configuration Steps:
1. Click on -> Assign Dialog RFC destination

If your default RFC destination is not a dialog RFC destination, you need to create an
additional dialog RFC destination in addition and then assign it to your default RFC
destination.
2. Execute Transaction SBIW in CRM
3. Open BC DataSources.
4. Click on Transfer Application Component Hierarchy

Application Component hierarchy is transferred.
5. SPRO in CRM .Go to CRM -> CRM Analytics
6. Go to transaction SBIW -> Settings for Application specific Data Source ->Settings for BW
adapter
7. Click on Activate BW Adapter Metadata

Select the relevant data sources for CRM sales
8. Click on Copy data sources

Say yes and proceed
9. Logon to BW system and execute transaction RSA1.

Create a source system to establish connectivity with CRM Server
A source system is created. (LSYSCRM200)(Prerequisites: Both BW and CRM should have
defined Back ground, RFC users and logical systems)
10. Business content activation for CRM sales area is done
11. Click on source system and choose replicate datasources.
28. In CRM6.0, do we need to use BWA1 tcode to map the fields between CRM and BW, the
way we used to do in earlier CRM versions?
Answer : Below are the steps for CRM(6.0) extraction as per my knowledge:
1. Activate the DS in RSA5.

2. Replicate into BI.
3. Schedule Init data load.
4. Schedule Delta.
5. Use Rsa3 and RSA7 tcodes to check data in CRM system.
Notes:
If you are have SAP CRM 5.x or later, you would activate the DataSources in RSA5 and
maintain in RSA6 as you do for FI DataSources in R3/ECC.
The only difference in the technology is that the extraction goes through a BW Adaptor on SAP
CRM and passes through a Service API to SAP BW. In the end, though, it's really no difference
than FI.
Same as FI extractors in R3/ECC.
After you have activated the DataSource in RSA5:
1) Go to RSA6 and click on the Enhance Extraction Structure button.

2) Append your custom fields to the structure and activate.
3) Create the User Exit in CMOD to populate the custom fields.
4) Re-activate the DataSource.
5) Test extraction in RSA3.
6) Replicate the DataSource in BW.
There is no interval settings required, like there are for FI. Here's the technical
description of the CRM extraction process for both Full and Delta extraction.
1) SAP BW calls the BW Adapter using the Service API.

2) BW Adapter reads the data from the source table for the DataSource.
3) Selected data is converted into the extract structure as a BDoc.
4) The BDoc type determine the BAdI that is called by the BW Adapter.
5) Data Package is transferred to SAP BW using the Service API.
Some considerations for Delta are:

1) Net changes in CRM are communicated via BDoc.

2) The flow controller for BDocs calls the BW Adapter.
3) BW Adapter checks if net change is in BDoc that's BW relevant.
4) Non-relevant net changes are not sent to SAP BW.
5) Relevant net changes are transferred to SAP BW.
6) CRM standard DataSources use AIMD delta method.
CRM systems use what is called as a BW adapter to extract data - for other systems it is the
Service API - hence these tcodes will be used - this is because CRM systems are based on
BDocs and traditional R/3 systems are based on iDocs and ALE technology.
Tcodes:
BWA5 is used to activate 'delta' for CRM datasource.
BWA1 is used for mapping fields in extract structure with BDoc.
29. an Org. structure was maintained manually in our CRM system. Without deleting the
structure we tried to generate the Org structure from ECC using the program
CRMC_R3_ORG_GENERATE. Now it created problems and our products and business
partners are not picking up the Sales Org Data.
When we tried to regenerate the org using CRMC_R3_ORG_GENERATE a dump error is
observed. We tried deleting the org structure using report rhrhdl00 but it didn’t worked.
Answer : You can delete the complete org structure in order to copy it again from the R/3. For
that please use report RHRHDL00 to completely delete all org units.
- Enter "O" for object type and the number of your root org unit as ID.
- Enter "ORGEH" as evaluation path and execute the program (you can first check what will
happen by leaving the "test" flag set). Kindly refer to the documentation attached to this report
in trx. SE38. You should repeat this for all other root org units.
Unfortunately this report does not delete the corresponding Business partners created in role
Organisational unit, but they can be deleted by means of trx. BUPA_DEL.
With report RHCHECKRELATIONS you might delete eventually remained relations for these
objects.
Before reprocess report CRMC_R3_ORG_GENERATE you need to refresh the buffer(before
note 696229, generated records were considered as already saved in PPOMA_CRM).
For example this report could be :
*********************************************
REPORT CRM_ORGMAN_R3_ORGDATA_DEL_GEN.
DATA: lv_answer TYPE char1.
START-OF-SELECTION.
popup to confirm
CALL FUNCTION 'POPUP_TO_CONFIRM_STEP'
EXPORTING
defaultoption = 'N'
titel = text-001
textline1 = text-002
IMPORTING
answer = lv_answer.
IF lv_answer = 'J'.
refresh buffer
DELETE FROM DATABASE indx(st) ID 'KEY'.
ENDIF.
********************************************
Execute this report and then CRM org data could be created via transaction
CRMC_R3_ORG_GENERATE
30. What are IBase and what are their functions in reference of Solution Manager?
Answer : You need ibase components for the following activities for all CRM-based scenarios
in the Solution Manager:
Service Desk
Issue Management
Change Management
For some functions, such as Service Desk, Issue Management or Change Management, the
system landscape must be defined as installation (iBase).
An IBase component is created in the installation for each system in the installation. An iBase
contains general data and components (e.g. products, texts, etc.)
Each system appears only once in the installations, so a system does not appear in an iBase if it
was previously in another iBase
Below are the list of Function Modules that will get all the relevant information about IBASE:
CRM_IBASE_GET_DETAIL Get Details for the Ibase
CRM_IBASE_COMP_GET_DETAIL Get Details for the Individual Components
CRM_IBASE_COMP_GET_PARTNER It gives the partner details of the individual
components
CRM_IBASE_GET_PARTNER It gives the partner details of the Ibase
For a complete set of all the IBASE Related functionality you can have a look at the following
Function Group:
IB_CRM_API - IB: CRM APIs for IBase
31.Give a clear explanation of iBase and iBase components. Is an iBase just another word
for Satellite system? Or for the solution that contains the Satellite systems?
Answer : Basic Def:- Installed base is a representation of hierarchical component structure or
set up of devices, machinery, products delivered and installed at customers place.
Note: Installed base includes intangible objects such as software packages and licenses.
Benefits:
- Provides field service representatives the information necessary to anticipate requirements
prior to arriving to onsite.
- Useful in product improvements and quality management by tracking services performed on
products and installations
Scenarios of installed base:
1) One installed base per customer - All customer objects in one i-base.
2) One i-base per item - Many i-base per customer.
Unique combination of Ibase and Component recognizes a unique Satellite system in the
landscape.
This Ibase and component is assigned\used in the service desk message which reveals from
which satellite system the support desk ticket is raised from or in which satellite system the
user is facing a problem due to which he]\she raised the ticket.
The iBase is the representation of the connected system landscape for the CRM component,
which is the technical base for Service Desk and Change management.
The logical component with the assigned systems is used by the solution manager specific
components like solution operation.
This means, double maintenance for the system landscape - one for the CRM component, one
for solution manager specific components.
32.We did the HCM and CRM7.0 integration, the org, position and most of the employees
have been downloaded to CRM successfully. But one tricky problem here, we suddenly find 1
employee is missing in CRM. Checked in the download program report, the certain employee
has been replicated with green light but without a CRM number.
What is the problem here?
Answer :
There are multiple scenarios to your issue.
1: Some data may not be maintained in HCM or the employee record may not be active in
HCM.
2: Check in CRM using PP01 if the central person record is created or not. If central person
record is not there, than employee record is not coming over to CRM via ALE. So you have to
investigate why is that happening.
3: If the Central Person is there but the employee BP ID is not there, use the report
RHRHDL00 in CRM to delete the central person.
4: Send the record again using PFAL and the record shall come over and the BP ID shall be
created.
Note:
The CP can be found in PP01. Followed the instruction to delete the data from the report.
Enhanced the infotype - Address, and execute the tcode to run ALE again. Now the employee is
in CRM with the BP number!
33.Comparing with R/3 Customer master data, what are the advantages we are having in
CRM business partner?
Answer :
In CRM the Business Partner could be everything together. The Business Partner in CRM is not
always a Customer. It could also be a prospect with some basic data only. It could also be a
competitor, partner etc.
The Business Partner in SAP CRM could be everything at the same time and this single
Business Partner could also have different Addresses with different Usages.
Advantages
There are some really useful functions for business partners and contact person in CRM which
are not available in ERP.
Some examples:
- Marketing Attributes can be maintained very easily and used for segmentation.
- Relationships between Accounts can be realized very easily (for example "is consulting
company of".. ).
- The account overview in CRM Webclient UI can be configured for the user roles need. We
have for example for our service users the assignment blocks "contact persons, machines,
service tickets, service contracts, etc." all in one overview.
- Activities such as appointments can be maintained for the account.
There are much more reasons why it is recommended to use CRM. But you still need the
replication of your Business partner Master data via middleware.
34.Who creates the business partners? Is it an end user or a functional consultant?

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 who creates the master data, such as
business partners, products, etc.
35.What are the available bapi's related to changing business partner relationships and
creating new business partners in CRM 6.0?
Answer :
You can use the following interface function modules:
CRMXIF_PARTNER_SAVE - To create a new BP or change any field in BP
CRMXIF_PARTNER_REL_SAVE - To create any new relationship or change any relationship
specific field
36.Business Partners in SAP CRM

Answer : Business partners can be a person or groups of persons or organizations such as
firms, branch offices etc. Business partners are any parties are any persons who are interested
for business interacting With company are considered as business partners. Business partners
may be sold to party, ship to party, contact persons, etc.
Business partners are created only once in the CRM system and they can be a in different roles.
For example, if a business partner is both a customer and a vendor, it can be a one and the same
business partner.
Business partners are divided in to three parts.
Account 2. Contact 3. Employees
1. Account— Accounts is a company, individual or group With which you have business
relationships. Account can be divided in to three typ..
1. Individual account- An account where only one person is the customer.
2. Corporate Account- An account where the company is the customer
3. Group Accolint — An account where the group of persons are customer
2. Contact— Contact is a person with whom you have business relationship and working for
company custom... Mostly assigned to a corporate account.
3. Employees — Employee is a person who are working with company and involved In the
interaction with company and customers etc.
37. Business Partner Grouping in SAP CRM
Answer : A business partner grouping categorizes the business partners and it is also called as
Number range. During Business partners creation, the number assignments will be determined
by a grouping. Number ranges are divides to two types.
Internal Number range— When you are creating new business partner, the systems atomically
assign number from the number range interval
External Number range— We have to assign number manually during creation of business
partner.
38. Sales Order Scenario in SAP CRM and ERP SAP
Answer :
When we create sales order in sales order in SAP CRM, After successfully sales order
processed in cnn it will be updated in the ERP SAP systems. Sale orders contains all the details
like delivery, shipping, pricing, etc. All this information has to be update in the back-end of
ERP SAP system. Finally Billing can be created in either SAP ECC systems or SAP CRM
system.
From above diagram.. Once sales orders has been created in SAP CRM system, it updates in
SAP systems. Then all the details like outbound delivery, transport (like picking, packing, ware
house management) are maintained in the SAP ECC. After maintains all this information you
can create invoice billing SAP ECC system or SAP CRM.
39. SAP Pricing overview in Customer Relationship Management
Answer : Overview of SAP Pricing in CRM- SAP pricing is one of the important topic in SAP
Customer Relationship Management, It is related to middle ware where the pricing condition
objects can be download from the ERP system. Conditions objects are provided by the SAP
systems to download the latest pricing changes.
How the pricing is done in SAP System
■ SAP Pricing uses condition techniques to determine the prices
■ For On line pricing, external setting called internet Pricing and configuration (IPC) are
configured to determine the pricing procedure.
■ SAP Customer Relationship management Uses IPC for pricing throughout the CRM
application. So the IPC is used in all channel like mobile channel, web channel, Internet sales
in ERP.
■ Basic pricing calculation and Product cost calculations are done by the IPC.
40. What is SAP CRM Middleware

Answer :
CRM Middleware:
Middleware helps to connect SAP CRM with other systems like SAP ECC and any other
systems. By using middle ware we can exchange the different types of business objects from
one system to another systems. The important business objects are like Customers , products,
transactions, that are being exchanged from one system to another system.
SAP CRM Middleware provides seamless back-end integration, group ware integration like
communication software outlook and Synchronizes the mobile clients. It doesn't require any
additional software, installations and servers.
We can customize CRM Middleware as per business requirements like activating the adopters
that to be replicate the data from one system to another system. When we are configming the
middleware settings, we have to decide who is the master and who is the receiver (SAP SD is
the master and CRM is the receiver or SAP SD is the receiver and SAP CRM is the receiver.)
For e.g. Customer master data has been created in SAP SD, then this customer d.ata will be
replicated in the SAP CRM system.
SAP CRM Architecture- SAP CRM system can be act a logkal box and can be connected to
different systems like interaction centres, web channels, mobile clients, hand helds, Netweaver
portal, SAP SCM, BI/BW, ERP system and with various systems.
41. what is the action profile in sap crm? how to use complaints and returns life cycle in
service process ?
Answer : 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.
What is the relation between crm and sapr3 architecture ?
R 3 Means ( Three tier architechture ) 1st Tier ( R1 )
launched at the time of SAP inception with five x IBM employees , later on 2 nd & 3 rd tier had
come in the form of advanced . Now latest is My SAP CRM.
R 3 actual Nomeneclature is ( ECC - Enterprise Central Component )CRM acts as a central
server attached to its external systems such as ( BIW , ECC & Third party systems , etc ).
Eg : If a client has already had installed SAP ECC ( R3 ) and wants to upgrade with SAP
CRM , in this scenario , we have to integrate or fetch some data related to Sales , Pricing
Conditions etc thru R 3 / ECC .
This is done thru middle ware concept ( connectivity ) ,for which you should posses knowledge
on the middleware concepts
42. What is the difference between R/3 AND CRM ?

Answer : 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
43. How to integrate R/3 with CRM ?

Answer : 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 .
44. How to create enhancement set?
Answer : Go to sm34 t-code. Enter view cluster BSPWDVC_CMP_EXT and create a new
entry. Then go to sm30 and maintain table BSPWDV_EHSET_ASG to assign your
enhancement set based on client.
If the enhancement set has to be changed based on other conditions like country of the user,
then implement the badi COMPONENT_LOADING in se18.
45. In which case is EEWB preferred over AET?
Answer : The only case when EEWB is preferred over AET is when fields added should be
also available for SAP GUI enhancements( Custom Fields Tab on SAP GUI ), however fields
added thought AET are available only on WEB UI. You can not have them on SAP GUI
screens.
46. How do you test the performance of a program?

Answer : go to se30 tc-ode . Enter the program name and execute. The result including time,
memory etc will be shown. This way, the performance of a program can be measured.
47. How do you display the error message in web ui when the user has not entered a
particular field?
Answer : This can be achieved by calling message class in even EH_onSave .
The message class is created in se91.
48. What is the typical landscape for a CRM project? What is the maximum
number of landscapes that you have worked on in a project.
Answer : 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.
49. What is the difference between technical consultant and functional consultant
with respect to their roles and responsibilities?
Answer : 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.
50. Explain the general ways of how a CRM can be enhanced?
Answer : There are several ways to enhance the CRM system. Some of them are:
- Transaction Launcher
You can add external applications to the CRM WebClient User Interface using the
transaction launcher and SAP ITS (Internet Transaction Server). These could be for
example,
- Web sites of your choice

- Transactions in an ERP system
- Administration transactions in the CRM system
- BSP Components Workbench
This is at a technical level and typical changes carried out are e.g. Adding a completely
new View.
It assist with the Component Enhancements.
- UI Configuration Tool
Allows to make changes such as:

Adding or removing fields
Changing field labels
Adding Headers
Making fields mandatory
Displaying assignment blocks (direct, lazy)
Customer specific changes to the UI must be performed using a Role Configuration Key
- Easy Enhancement Workbench
Easy Enhancement Workbench (EEWB) is a development tool that does not require
technical knowledge to be used.
It automatically creates transportable ABAP objects, updates events and implements

BADIs.
51. How Do Modification-Free Enhancements Work?

Answer : You can perform modification-free enhancements at predefined positions in code.

There you have anchor points or enhancement options, as they are called in the
terminology.
At these points you can insert your enhancements. You can do this without changing the
compilation unit that you are enhancing. The inserted implementations are processed at
the appropriate position in the compilation unit, but they are themselves not part of this unit.
They cannot, for example, belong to another package. Let us take a look at the example of
a source code enhancement in a report in order to illustrate this better. We are not looking
at details of coding, but the key steps.
Anchor point, at which you can plug in an enhancement.
Enhancement which is executed here but is itself not a physical part of the code it is
plugged into
You can – to a certain extent – compare this enhancement technology with a closet system
where you can insert various elements at particular positions. Instead of drilling the wood in
the side walls, you can insert various boards and other elements where the manufacturer
has already inserted hooks or holders at important positions.
There are different types of holders or attachments at various positions. At each holder
type, you can insert exactly one type of element: boards at small dowel positions, CD
elements at wider dowel positions, and drawer elements at multiple dowels. It seems like
the elements are an integral part of the entire closet but, in fact, they are attached to the
closet parts through holders.
The different enhancement technologies correspond to these different types of elements

described above. These technologies become attached at different types of anchor points
or enhancement options of the Repository objects.
Therefore, you cannot simply insert enhancements into Repository objects at any position
you like without modifications, but only where there are so-called enhancement options in
place. At these enhancement options, you can also attach only certain elements – so-
called enhancement implementation elements.
A concept that standardizes and structures all previous enhancement possibilities cannot
do without a certain amount of complexity. The structure it is based on, however, is

extremely simple.
. • On the one hand, you have hooks or, to put it correctly, enhancement options
where you can insert enhancements. There you define enhancement options, which is why
one can speak of the definition side.
. • On the other hand, you have enhancement implementation elements that you
can affix to these hooks or enhancement options.
The rest is simple detail: There are various types of hooks or enhancement options, and
there are also various enhancement implementation elements. The enhancement options
are grouped together to enhancement spots and these, in turn, to even larger units.
The same applies to units on the implementation side. Between the different units of a
side and between those of the implementation and definition side, you have assignments
of different cardinality.
52. We are planning to implement Employee Interaction Centre (EIC). We can do it

either in CRM or ERP. What is your advice?
Answer : If the focus is on native HR functionality requiring process depth within your EIC
service
offering, then the ERP option is recommended.
Relevant functionalities not yet available with the SAP CRM EIC deployment option include
the handling of concurrent employment scenarios employee authentication integration to
HR processes and forms.
The SAP CRM solution provides greater depth of Interaction Center related functionality
that is not available within the ERP solution.
These functionalities include:

• Campaign management
• Case management
• Multi-tenancy capabilities enabling client switch & BPO environments
• Standard help desk processing methodology including service request handling &
problem management
• Intent driven interaction
• Billing and charging for delivered services
• User interface flexibility and personalization
53. Is CRM already in place, planned or a potential future need/consideration?

If not, from a technical standpoint - why take on the overhead of CRM?
Answer : The ERP based solution is geared towards implementations involving a central HCM
system running on ERP 6.0 and customers who want a HR specific call center solution to
support HCM Service Delivery.
If so, it is likely that the EIC will ultimately be realized within the context of the SAP CRM
Interaction Center. Consideration should also be given to note 1256691 indicating that "the
functions provided in Enhancement Package 4 for SAP ERP 6.0 for the Employee
Interaction Center component (PA-EIC) constitute the final range of functions."
SAP's direction is to establish one common shared services platform based on CRM
technology and other SAP Business Suite components to offer functions following the
latest business trends such as multi-functional shared services.
The CRM technology will thereby be further leveraged to build this shared services platform
in additional to providing functional enhancements for comprehensive scenario coverage
across shared service center topics.
54.what is the action profile in sap crm?how to use complaints and returns life cycle in
service process?
Answer : 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.
·
55.What is the relation between crm and sapr3 architecture?
Answer : 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 - Enterprenuer
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
56. What is the difference between R/3 AND CRM?

Answer : 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
57.How to integrate R/3 with CRM?

Answer : 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.
<="" ol="">
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 .
58. Explain some example of business object, customizing object, conditon object?
Answer : Business objects are business partner sales order etc customizing objects are
customizing country, customizing time zone etc, conditions objects are pricing related
59. Quotation transaction type comes under which functionality in CRM?

Answer : Quatation 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 payables
60. What is master data in sap crm?

Answer : Master Data is org & CP baqsic data which are mandatory for creating org & CP in
CRM system.
EX: Org Name & adress detaisl & Contact details and CP related Names and contact details
61. What is the standard transaction type for quatation?

Answer : Transactio type - AG
Item category - AGN
How to enhance BP?
Answer :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
·
62. Can we download data from datasets/Info sets?
Answer :Attribute sets, Info sets, BW query and ELM are the different data sources for
segmentation.
·
63. How many types of campaign are their?
Answer :There are different types of campaigns like E-mail campaigns, Call list can be
generated, Campaigns can be run to create leads etc.,
·
64. What type of Business Scenario you are following in you Project? Business Scenario
means what?
Answer :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.
·
65. How to find target group & what is the flow of BP to Target group?
Answer : 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).
·
66. What is Activity Journal?
Answer : 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
·
67. What is the rule of organizational determination?

Answer : 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.
·
68. In Delta download which table is retrieve from R/3 to CRM?
Answer : Based on the filters set initially for different object types whenever the data is
modified or deleted the same will be replicated to CRM from R3 in the form of Bdocs or Idocs.
·
69. What is Task & Activity?
Answer : 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.
70. Explain Customer Relationship Management (CRM)?

Answer : CRM is defined as aligning business strategy, corporate culture and organization,
customer information, and supporting information technology so that all customer interactions
promote a mutually beneficial relationship between each customer and the enterprise.
Primarily, customer relationship management is a business strategy, but it is a business strategy
enabled by advances in technology. Widespread implementation of customer information,
Enterprise Resource Planning (ERP) systems, sales force automation, and integrated point-of-
sale systems have made customer information readily available in large volumes. Reduced
costs and higher levels of performance for database management platforms enable us to gain
access to this customer information and gain new insights into our customers and their behavior
through a variety of analysis methods. Advances in contact management technology and
supporting infrastructure allow us to take advantage of this information in increasingly cost-
effective and innovative ways. Perhaps most significant, the Internet provides a completely new
way for an enterprise to interact with its customer-the electronic channel, or the e-channel. With
consumers buying everything from groceries to automobiles on the Internet and businesses
beginning to shift their purchasing activities to industry-oriented virtual market spaces, the
characteristics of customer interaction are forever changed.
71. What is the difference between CRM and R/3?

Answer : The difference between CRM and R/3 is R/3 is an integration of different application
suits; it has its own architecture and way of functioning. Coming to CRM it is all about
maintaining the relationship with a customer. It is supposed to enhance the profit of the
company or organization since the ultimate goal of any company is profit. Therefore CRM is
one step ahead for their goal achievements.
Whereas SAP R/3 is a 3 tier based on client or server based application. One layer is
presentation layer i.e Client which interfaces with the end user. Second layer is application
layer for all business-specific requirements i.e program, and third is database which contains all
information and records about the system, including transactional and configuration data. SAP
R/3 has been developed in its own language called ABAP (Advanced Business Application
Programming).
72 . What is the definition of CRM?

Answer : CRM stands for Customer Relationship Management. It is a strategy used to learn
more about customers’ needs and behaviors in order to develop stronger relationships with
them. After all, good customer relationships are at the heart of business success. There are
many technological components to CRM, but thinking about CRM in primarily technological
terms is a mistake. The more useful way to think about CRM is as a process that will help bring
together lots of pieces of information about customers, sales, marketing effectiveness,
responsiveness and market trends.
73. What is CRM Software?

Answer : The CRM software contains Sales Force Automation: Contact Management, Contact
Management Software Stores, Tracks and Manages contacts, Leads of an enterprise. Lead
Management in which enterprise Lead management software enables an organization to
manage, track and forecast sales leads. Also helps understand and improve conversion rates. e-
CRM or Web based CRM which is self service CRM, Self service CRM (e CRM) software
enables web based customer interaction, automation of email, call logs, web site analytics,
campaign management. Survey Management Software which automates an enterprise
Electronic Survey, Polls, Questionnaires and enables understand customer preferences.
Customer Service such as call center software, help desk software and coming to Partner
Relationship Management which has contract management software, contract management
software enables as enterprise to create, track and manage partnerships, contracts, agreements
such as upside software, current software, di-carta, I many, and distribution management
software.
74. What is automating the operations?

Answer : The operational side of the CRM equation consists of “customer facing” applications
integrated across the front, back, and mobile offices which includes sales automation (SA),
enterprise marketing automation (EMA), customer service/support, and miscellaneous
components.
75. What are the advantages of CRM?

Answer : The advantages of 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 and simplify
marketing and sales process.
76. What are the Benefits of customer relationship management?

Answer : The Benefits of Customer Relationship Management are:
a. Sell additional products and services
b. Develop new products
c. Increase product utilization
d. Reduce marketing costs
e. Identify and retain profitable customers
f. Optimize service delivery costs
g. Retain high lifetime value customers
h. Enable personal and relevant communications
i. Improve customer loyalty
j. Improve response rates to direct mail
k. Increase product profitability
l. Respond quickly to market opportunities
m. Acquire new, profitable customers
77. How the data was collected in CRM projects?

Answer :
There are different types to collect data from CRM projects:
1. Responses to Campaigns.
2. Sales and purchase data.
3. Web registration data.
4. Shipping and fulfillment dates.
5. Account Information.
6. Service and support records.
7. Demographic data.
8. Web sales data.
78. Is there any provision directly with CRM to buffer the data or is there any other means?
Answer :The provision directly with CRM to buffer the data is by CRM stores, all orders,
products, and prices etc, used in the Internet sales Scenario. It would have R/3 integration and
then the order will be forwarded to R/3, but it is also kept in CRM database.
79. How important is Customer Relationship Management?

Answer : The past decade has seen concentrated efforts at integrating enterprise relationship
planning (ERP) systems at the same time that organizations eliminated Year 2000 concerns.
Now, an increasing number of companies are turning to customer relationship management
(CRM) strategies to retain and acquire customers in a worldwide marketplace characterized by
heightened competition.
0) What is the standard transaction type for quotation ?
– Transaction type – AG
– Item category – AGN
80. How to enhance BP?

Answer :You can enhance the business partner from Easy Enhancement Workbench (EEW)
Key features of the Easy Enhancement Workbench include the following:
81. How many tabs are there in navigation bar?
Answer: 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
82. Whether sap consultant work on development server or testing server?

Answer : 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.
83. Can we download data from datasets/Info sets?

Answer :Attribute sets, Info sets, BW query and ELM are the different data sources for
segmentation.
84. How many types of campaign are their?

Answer : There are different types of campaigns like E-mail campaigns, Call list can be
85. How is CRM and R/3 differ from each other?

Answer : R/3 is an integration of different application suits. It has its own architecture and way
fo functioning. CRM is all about maintaining the relationship with a customer. It is supposed to
enhance the profit of the company. SAP R/3 is a 3 tier based client/ server based application.
SAP R/3 has been developed in it’s own language called ABAP. Different modules of SAP R/3
are – FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM, WM etc. Where CRM is under a
business mySAP Business Suit collection (SRM, CRM, SCM etc).
86. 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
87. 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
Share
88. What is the SAP CRM?
Answer :CRM stands for Customer Relationship Management, and the SAP CRM
module handles this information. It supports customer activities such as sales and
services, to enhance the collaboration between customers, in-house employees and field
employees. It supports networking between mobile phones, customers, and the Internet.
89. What are the sub modules of SAP CRM?

Answer :There are eight submodules – business communications managements,
interaction center, marketing, sales, partner channel management, Web channel, CRM
service and analysis.
90. Explain marketing.

Answer :Marketing involves the selling of a product and can entail advertising,
promotions, sweepstakes, coupons, whatever marketing material that will be appropriate
for the company and market. The CRM marketing module helps to identify potential
customers for the company’s products, doing more marketing with less costs and
resources. To achieve its goals, SAP CRM handles knowledge management, lead
management, campaign management for utilities, customer segmentation, marketing
planning, external list management, media management, trade promotion and product
proposals.
91. What is the sales submodule used for?

Answer :SAP CRM monitors all parts of the sales process to help management plan,
analyze and execute sales processes. It handles all of the following: intellectual property
for media, contracts and chargeback for pharmaceuticals, sales for residential customers,
activity management, sales planning and forecasts, value-based detailing for
pharmaceuticals, sales against contract, sales for commercial and industrial customers,
incentives and commissions, contract management, quotations and orders, territories,
accounts and contacts.
92. What is a campaign?

Answer :A campaign is a complete plan to market a particular product for a specified
time. In CRM, you can set up a marketing plan and associate it with a campaign and see
what the campaign cost. You can add customers with particular properties to the
campaign, the product involved, a profile, and target group.
93. What is an external list?

Answer :Most marketing campaigns are planned to increase the customer market. So
you need more than your existing customer list. CRM lets you import outside data such
as prospective clients. The ELM (external list management) submodule will convert
XLS, CSV or TXT files and load them into CRM.
94. What is the Web-IC?

Answer :This is a submodule of CRM which changes the Windows client to a Web
client.
95. What does the Service submodule do?

Answer :This is for improving customer satisfaction while reducing customer service
costs. It handles such methods as call centers, channel service and e-service.
96. What does the interaction center handle?

Answer :This submodule is for handling customer interaction and boosting revenue. It
handles activities such as interaction center management, telemarketing, customer c
service, telesales and multifunctional shared services.
97. What is partner channel management?

Answer :This is to manage partner relationships by improving the processes between
them. This covers analytics, communications, partner recruitment, channel marketing,

collaborative selling, channel marketing and forecasting, channel service and partner
order management.
98. Explain what is partner function in SAP CRM?

Answer :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
99. Explain what is text determination in SAP CRM?

Answer : 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.
100. Explain what is Actions in SAP CRM?

Answer : “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.
101. List out the standard transaction types for sales?

Answer : Some of the standard transaction types for sales are
• LEAD- lead
• AG- Quotation
• Opt-Opportunity
• OPSM- Sales Methodology
• TA- Tele Sales, etc.
102. Explain what is the prerequisites to create an opportunity?

Answer : 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.
103. Explain what is the difference between a CRM lead and an Opportunity?
Answer :
• Lead: It is an account or contact with very little information.
• Opportunity: It is a contact or account which has been qualified.
104. Explain what is logical links in SAP CRM?

Answer : 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.
105. Mention how CRM assign the business roles?

Answer : 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
106. What is the package that you use to save the OD profile?
Answer :To save the OD profile, we use $tmp.
107. Explain how you can display the error message in web UI when the user has
not entered a specific field?
Answer : 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.
108. Explain what are adapters?

Answer : 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.
109. Explain what is BDOC in CRM? What are the types or classes of BDOC?
Answer : 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
110. In SAP CRM, what is the action profile?

Answer : Action Profile is a Post Processing Framework (PPF) it gives some output on
given conditions.
111. How CRM can handle e-mails from customers?

Answer : 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
112. What is the difference between CRM and ERP?

Answer :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.
113. Explain what is IPC?

Answer : 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.
114. What are the important components of IPC?

Answer :The important components of IPC are
• Sales Pricing Engine (SPE)
• Sales Configuration Engine (SCE)
• Free Goods Engine
• Listing
• Free Goods Engine
115. In real time what SAP CRM consultant to?

Answer :In real time, SAP CRM consultant analyse the business requirements and then
configure the ERP.
116. Is it possible to change or an organizational attribute within the Organization

Model Functionality?
Answer : 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.
117. How to delete business partner?

Answer : To delete business partner you can use BUPA_DEL and BUPA_PRE_DA.
118. Mention where in the table you can find the internet e-mail addresses for
business partners stored?
Answer :It is in the table ADR6 that you will find the e-mail addresses for business
partners stored.
119. How can you maintain links between an opportunity and other sub opportunity?
Answer : This can be maintained with the help of project profiles.
They are defined in the IMG settings
120.What is the significance of Billing relevance field?
Answer : There is no relevance of the Billing field in the Opportunity.
121. What is the differences between R/3 pricing and CRM pricing?
In CRM, you could not find account keys.
or
Differences in Pricing in SAP CRM and SAP R/3
Functional Differences:
Condition
Function Type in SAP Comments
R/3
Determination EK01, EK02 Connection is not supported in SAP CRM
BO01 to
Rebate processing Rebate processing is not supported in SAP CRM
BO05
Down payment
AZWR Down payment processing is not supported in SAP CRM
processing
Factoring discounts are not supported for invoice lists in
Invoice lists RL00, MW15
SAP CRM
Cost prices only exist in SAP CRM if delivery-related SAP
CRM Billing is being used. In this case, the cost price is
Cost prices VPRS 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 Expected customer price via EDI is not supported in SAP
EDI1, EDI2
customer price CRM.
122. Differences in Condition Processing:

Answer : 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.
123. How do you assign a business partner to your organizational unit?
Answer : Go to Org structure and create positions and right click on position and assign BP
after assigning a position to sales group click on assign and then it will ask whether BP or user
then assign BP.
124. What are the extra tabs that are available in sales methodology as compared to
opportunity? What is transport of buying center in opportunity?
Answer : The extra tabs available in the sales Methodology are Buying center, Sales Assistant.
The transport of buying center in the opportunity is the Partner determinartion procedure.
125. What is the difference between campaign and trade promotion?
Answer : Campaign will be always aimed at the group of customers to create awareness, brand
image, new product launch. etc.
Trade promotion will be always aimed at a single customer. To retain the customer trade
promotions will be carried out.
Trade promotion will vary from customer to customer.
Or
Campaign is of Broad spectrum word where an instrument used in Marketing Management to

plan the measures by which a marketing plan is to be executed.
The campaign defines the:

 Activities
 Target groups
 Product groups
 Persons responsible
 Trade promotion
Marketing activity in the consumer goods industry where trading takes place within a specific
time period. The aim of this activity is to increase brand capital, brand awareness and market
share, to increase sales volume or to launch new products or product ranges.
126.My client is trying to replicate SAP R/3 pricing conditions to CRM.

The initial download of pricing customizing has been done. Those R/3 pricing conditions are
displayed in CRM customizing well (pricing, rebates and free goods).
When I go into customizing (in CRM) to use these R/3 conditions in condition maintenance
under “marketing planning and campaign management”, I am able to see my rebates
conditions, the free goods conditions but not the other conditions applying directly in the
sales order.
I have done some checks on the configuration for the conditions not shown. They are
categorized in:
Application = CRM; Usage ‘PR’ for pricing; Source R/3;
How can this be resolved?
Answer :
Conditions that are created in R/3 and replicated to CRM can only be maintained in R/3.
If your middleware is begin setup and configure properly, any changes (VK11, VK12) will
replicate to CRM.
Only those conditions created in CRM are maintained in CRM (most likely documents that do
not need to be replicated 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.
127.I have set up Copy Control for the 10 different Opportunity Types that I have, and have
ensured that each oppty type is listed in as the Source and Target. When I click on the 'Copy'
icon for an existing opportunity, I am not prompted to select the opportunity type.
The new opportunity that is being created defaults to the same opportunity type as the
opportunity being copied. I would like the users to be prompted to select the opportunity type.
This should work the way that it's configured, but it's not.
Answer :
Copy Control for Transaction copies transaction data from source to target transaction to use
this you will have to use option Button Create Follow-Up NOT Button Copy.
Copy Button create only copy of same transaction with using same transaction type which has
no reference to source transaction but if you are creating follow-up from one transaction to
another, you will get option to select Transaction types which you have maintained in Copy
control.
Also, please use make follow up from the Opportunity. For that maintain the copy control for
transaction type, item category & Define Item Category Determination when Copying.
From One opportunity you can make a follow up Opportunity & you can identify from 10
opportunities which you want to create as a follow up document.
--
128. Business Activity details in Opportunity transaction in CRM table
In which table in CRM can you find data entered in business activity details in opportunity
transaction?
Answer :
Look at tables CRMD_OPPORT_H and CRMD_ACTIVITY_H.
Explain some example of business object, customizing object, condition object ?

Business objects are business partner sales order etc customizing objects are customizing
country, customizing time zone etc, conditions objects are pricing related
129. Quotation transaction type comes under which functionality in CRM ?
Answer : 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

130. What is master data in sap crm ?
Answer :
• 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
131. How is the job market for sap crm ?

Answer : 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.
132. 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 ?
Answer :
• Through Batch job we can transfer non spa org structure to another non sap org
structure.
• we can transfer non sap to sap and sap to non sap through
• Batch Job..
• check SM36
• To monitor batch job SM37
133. What is the standard transaction type for quotation ?
Answer :
• Transactio type - AG
• Item category - AGN
134. How to enhance BP ?
Answer : You can enhance the business partner from Easy Enhancement Workbench (EEW)
Key features of the Easy Enhancement Workbench include the following:
135. How many tabs are there in navigation bar ?

Answer :
• 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
136.Whether sap consultant work on development server or testing server ?

Answer :
• 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.
137.Can we download data from datasets/Info sets ?

Answer : Attribute sets, Info sets, BW query and ELM are the different data sources for
segmentation.
How many types of campaign are their ?

Answer : There are different types of campaigns like E-mail campaigns, Call list can be
138. What type of Business Scenario you are following in you Project ? Business Scenario
means what ?
Answer : 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.
139.How to find target group & what is the flow of BP to Target group ?
Answer :
• 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).
140. What is Activity Journal ?

Answer : 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
SAP CRM interview questions can cover a very wide range.
Here is a sample of questions that a typical CRM functional Consultant can be expected to
face.
141. We sell computer hardware, and need to log customer technical issues. We
have been debating whether to use Service Tickets, Service Order, Complaints
Management or Cases. Could you explain what each of these are and when they
might be used?
Answer :
Service Ticket Management
The service ticket is the most common type of service-related business transaction.
Service tickets are commonly used as the default transaction for logging product defects,
bugs, or any other technical issues.
After creating a service ticket as a follow-up transaction to the interaction record, agents
can perform technical analysis of problems (using multi-level categorization) and provide
solutions within defined service-level agreements (SLAs). If necessary, agents can also
dispatch or escalate service tickets to second-level support using pre-defined business
rules.
Service Order Management

Service orders are very similar to service tickets (in fact they share the same underlying
technical structure) but are used whenever it is necessary to schedule a repair, installation,
or other field-service related appointment -- especially if spare parts/service parts are
required.
Unlike service tickets, which do not support spare parts/service parts, the service order
allows agents to assign the relevant spare parts/service parts required for a repair,
maintenance or installation.
Complaint Management
Complaints are a very specific type of service transaction. In SAP CRM, complaints are
created as follow-up documents to support product returns, exchanges, or refunds. A
complaint is appropriate when a customer has a problem or issue with delivery shipment
or billing invoice.
Agents can create a complaint from a reference document such as sales order or billing
invoice. Agents can also generate appropriate follow-on tasks such as credit/debit
memos, QM notifications, free-of-charge shipments, and returns.
In SAP, complaints are NOT used to record situations in which a customer is calling to
"complain" about bad service or defective products; rather interaction records and service
tickets are best suited for such situations.
Case Management
Cases are also a very specific type of service transaction.
In SAP CRM, cases are created as follow-up documents to group together multiple
documents or objects related to a single root cause or issue.
For example, a company might create a case for keeping track of all of the service tickets
related to a particular product recall, service outage, insurance claim, criminal
investigation, etc. Cases are not created to log individual customer issues or problems;
rather service tickets are typically used for such situations.
142. What are the difference between Interaction Record and other Business
Activities?
Answer :
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.
143 . We are an existing SAP CRM customer upgrading to SAP CRM 7.0 and are
debating whether to convert all of your pending Interaction Center (IC) service
tickets to the new CRM Web Client service request format. What would be your
advice?
Answer :
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 request
Specifically about CRM authorizations object:

CRM_ACT (authorization object CRM transaction – business transaction category activity)
ACTVT (activity)
CRM_CO_PU (authorization object CRM transaction – business transaction category purchase
contract)
ACTVT
CRM_CO_SL (authorization object CRM transaction – business transaction category sales
contract)
ACTVT
CRM_CO_SL (authorization object CRM transaction – business transaction category sales
contract)
ACTVT
CRM_CO_SE (authorization object CRM transaction – business transaction category service
contract)
ACTVT
CRM_CON_SE (authorization object CRM transaction – business transaction category service
confirmation)
ACTVT
CRM_OPP (authorization object CRM transaction – business transaction category opportunity)
ACTVT
CRM_LEAD (authorization object CRM transaction – business transaction category lead)
ACTVT
CRM_CMP (authorization object CRM transaction – business transaction category complaint)
ACTVT
CRM_CO_SA (authorization object CRM transaction – business transaction category financing
contract)
ACTVT
CRM_OPP_LP (authorization object CRM transaction – visibility in organization model)
CHECK_LEV (scope of processed objects)
PR_TYPE (transaction type)

ACTVT
CRM_OPP (authorization object CRM transaction – allowed organizational units)
SALES_ORG (sales organization)
SERVICE_OR (service organization)
DIS_CHANNE (distribution channel)
SALES_ORG (sales office)
SALES_GROU (sales group)
ACTVT
CRM_ORD_OP (authorization object CRM transaction – separate documents)
PARTN_FCT (partner function)
PARTN_FCTT (partner function category)
ACTVT
CRM_ORD_PR (authorization object CRM transaction – transaction type)
PR_TYPE (transaction type)
ACTVT
CRM_SAO (authorization object CRM transaction – business transaction category sales
transaction)
ACTVT
CRM_SEO (authorization object CRM transaction – business transaction category service
transaction)
ACTVT
The list of tcodes:

• CRMBS02 Maintain Status Profiles
• CRMBS03 Display Status Profiles
• CRMBS42 Maintain Status Selection Profiles
• CRMBS43 Display Status Selection Profile
• CRMBS52 Maintain Authorization Keys
• CRMBS53 Display Authoriztaion Key
• CRMBWST Genertd DataSource for BW Status Obj

• CRMBWTARGETS Release Data Target for BW Upload
• CRMBW_CIC_ATTRIBUTES BW Key Figures for CRM

• CRMCACTARC Archiving Control CRM Activity
• CRMCPRMSG Configure Customer-Specific Messages
• CRMCUSTOM Monitoring Middleware System
• CRMC_ACTION_CONF Configure Action Profile

• CRMC_ACTION_DEF Define Action Profile
• CRMC_ACTION_JOB Action Monitor
• CRMC_ACTION_PRINT Configure action profile (old)
• CRMC_ACTION_WIZARD Action for Definition via Wizard
• CRMC_ACTIVITY_H Customizing Maintenance Activity
• CRMC_ACT_CATEGORY Cust. Maint. Activity: Category
• CRMC_ACT_OBJ Cust. Maintenance Activity: Goal
• CRMC_ACT_SURVEY Cust. Maint. Activity: Questionnaire
• CRMC_AM_JCLASS Alert Modeler Java Class
• CRMC_ATP_PROFILE Customizing Maintenance: APO Profile
• CRMC_BLUEPRINT Maintenance for BSP Blueprint

• CRMC_BLUEPRINT_C IMG Call
• CRMC_BL_CHECK Check Blueprint Tables
• CRMC_BL_COPY_QUERIES Copy Report Delivery Queries
• CRMC_BP_CCKPT_PB Cust.Maint. BP Cockpit: Pushbuttons
• CRMC_BSP_ANALYZE Starts CRMC_BSP_FRAME: Analysis Mode
• CRMC_BSP_WD_MSGDEFH Message Default Handler Assignment
• CRMC_BUAG_NUMBERS Number Range Maintenance: BUAG
• CRMC_BUPA_CONSUM Maintain reference business partner
• CRMC_BUPA_INITIAL Table Maintenance CRMC_BUT_INITIAL
• CRMC_BUS_SUBOB_C Assign. BUS – Allowed Appl. Areas
• CRMC_BUS_SUBOB_I Assignment BUS-allowed app.area item

• CRMC_BUT_CALL_FU Establishing FMs for Data Exchng BP
• CRMC_CAI_COCKPIT CAI – Test Cockpit

• CRMC_CATAGORY_WP Cust. Maintenance Application Area
• CRMC_CATALOG_DEFINE Create Catalog
• CRMC_CATALOG_OVV Catalog Overview
• CRMC_CIC_AB_LSYS_ASS Action Box: Assign logical systems

• CRMC_CIC_AB_LSYS_CRE Action Box: Create logical systems
• CRMC_CIC_AB_LSYS_RFC Action Box: Assign LogSYS to RfcDest
• CRMC_CIC_AB_NAV Action Box Navigation Area
• CRMC_CIC_AB_WEBGUI Define ITS for WebGui Mode
• CRMC_CIC_ACT0 Transaction component profile
• CRMC_CIC_AM_LANG Lang. dependent text – Alert Modeler
• CRMC_CIC_AM_META Define Customer-Specific Meta Model
• CRMC_CIC_AM_PROFILE Maintan Alert Modeler Editor Profile
• CRMC_CIC_BP_PROFILE Maintain Profile Templates
• CRMC_CIC_BROAD broadcasting profile assign
• CRMC_CIC_COMP_ACTION Component Actions (for locator, BDD)
• CRMC_CIC_EXT_INB_ACT Activate Agent Inbox
• CRMC_CIC_FW_MAINTAIN Maintain Framework ID and Parameters
• CRMC_CIC_MAIL_ADDR Addresses for Agent Inbox
• CRMC_CIC_MAIL_E_RESP Maintain Rules for E-Mail
• CRMC_CIC_MAIL_F_RESP Maintain Rules for Fax
• CRMC_CIC_MAIL_GLOBAL Define Global Settings
• CRMC_CIC_MAIL_IBXPRF Define Inbox Settings
• CRMC_CIC_MAIL_TASKS Task Classification
• CRMC_CIC_MAIL_WF Assign Agent for E-Mail Handling

• CRMC_CIC_RESTART Set Time & Memory for Restart
• CRMC_CIC_SEARCH_CNTR Maintain Search Components
• CRMC_CIC_SEARCH_RULE Maintain Search Attributes
• CRMC_CIC_TITLE_TEXTS Maintain Window Title
• CRMC_CIC_WSP0 Workspace Definition
• CRMC_CIC_WSP1 Inbox Profiles
• CRMC_CIC_WSP2 E-Mail Editor Profiles
• CRMC_CIC_WSP3 Default Workspaces Profile
• CRMC_CIC_WSP_EDITOR2 Editor Profiles
• CRMC_CLM_ACTION_CONF Configure Action Profile

• CRMC_CLM_ACTION_DEF Define Action Profile
• CRMC_CLM_ACTION_WIZ Action for Definition via Wizard
• CRMC_CLM_BTSYNC Business transaction synchronization
• CRMC_CLM_CALLATTRS Call Attributes
• CRMC_CLM_CALLRESULTS Call results
• CRMC_CLM_CLDP Call list determination procedures
• CRMC_CLM_CLTYPES Call list types
• CRMC_CLM_CMPGPM Campaign priority mapping
• CRMC_CLM_CTMAP Calling Times Mapping
• CRMC_CLM_ORCC Order control components
• CRMC_CLM_RSCHVL Rescheduling validation procedures
• CRMC_CLM_SORCC Standard order control profiles
• CRMC_CLM_STMAP Call State Mapping
• CRMC_CPRICPROC Definition of Cust. Determ. Proced.

• CRMC_CP_BADI_F Copying BADI – Text Maintenance
• CRMC_CSDR_ADD_CUST Design Registration Project

• CRMC_CSDR_APPL_CUST Design Registration Project
• CRMC_CUST_APPLLAYOUT ViewCluster Mtnce CRMV_APPLLAYOUT
• CRMC_DPRICPROC Definition of Document Procedures
These are some important tables in CRM :
- BUT000 : BP: General data - Contains Business Partner Number, Partner Category, Partner
Type, First Name, Last Name etc.
- BUT020 BP: Addresses
- BUT050 BP relationships/role definitions: General data - Contains Relationship, Partner
Number (PARTNER1), Relationship Category
- BUT051 BP Relationship: Contact Person Relationship Similar to
- BUT050 additionally contains Contact Person's Address data
- BUT0BK Business Partner: Bank Data & Details BP Number, Bank Key, Bank Country Key,
Bank Account Number
- BNKA Bank Master Data
- BUT100 BP: Roles
- ADR2 Telephone Numbers (Business Address Services)
- ADR6 SMTP Numbers (Business Address Services) - Contains Email – Id of the BP.
- ADRC Addresses (Business Address Services) - BP's Complete Address Details- City,
Country, Post Code, District, Street, Title No Etc
- TSAD3T Table containing the Title text against a Title No.
- COMM_PRODUCT Master Table for Product
- CRMM_BUAG Master table for Business Agreement
- CRMM_BUAG_H Header Data for Business Agreement such as Tax Category, Tax
Characteristic, Form key, Business Agreement Class. Data in this table correspond to ISU
- CRMD_OPPORT_H OPPORTUNITY HEADER DATA
- CRMD_ORDERADM_H Contains the Header Information for a Business Transaction.
Note:
1. It doesn't store the Business Partner responsible for the transaction. To get the Partner No,
link it with CRM_ORDER_INDEX.
2. This table can be used for search based on the Object Id(Business Transaction No).
- CRMD_OPPORT_H OPPORTUNITY HEADER DATA
- CRMD_CUSTOMER_H Additional Site Details at the Header Level of a Business
Transaction
- CRMC_PROC_TYPE Master table Business Transaction Type
- CRMC_PARTNER_FCT Definition of Partner Functions
- SCPRIOT Priorities for Activities with priority text.
- CRMC_PROC_TYPE_T Text for a transaction type
- CRMC_ACT_OBJ_T Objective Number and Text for Activities
- TJ30T All the status code and text

- CRMC_PR_ASSIGN : Transaction Type and its Transaction Type Object.
- IBIB : Installed Base/Ibase
- IBIN : Installed Base Components

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SAP CRM INTERVIEW QUESTIONS

Hands On Tips For Cracking The Interview

143 Real time Interview Questions,

All the best .

1. What is SAP CRM

CRM key features:

2. Mention what are the master data in SAP CRM?

3. Explain what is Activity Journal?

4. Mention what is the standard transaction type for Quotation?

5. What do SAP CRM Consultants do in real-time?

6. What is the package that you use to save the OD profile?

7. What are the different organizational determination rule in CRM?

8. What are the prerequisites to create an opportunity?

9. What is Netweaver in SAP & its role?

10. How is CRM and R/3 differ from each other?

11. CRM Software

Contract Management Software

12. Advantages of CRM

13. What is Business Process Management – BPM?

The following example illustrates the power of BPM:

15. What is connectivity in SAP CRM?

SAP CRM is a collection of adaptors.

16. Mention the tactics for the objective "brand awareness”

17. Do we need to assign workflow in action?

18. What sort of customising do you do for creation of marketing planner?

There you can do all customizing setting for marketing.

19. What is the transaction code for CRM-ANALYTICS?

20. Explain IC WebClient Navigation Bar Profile? What is transaction launcher in IC

Transaction launcher is opens URL ID or web site.

Difference between CRM Enterprise and CRM Mobile.

Difference between transaction type and Customizing Header Level in CRM.--> No

23. What is the relation between CRM and SD?

Differences in Condition Processing

Differences in the Condition Technique

Differences in Condition Maintenance

R3AC1 : Filter is VKORG : 1000

26. Pricing Procedure Changes from R/3 to CRM

Banking on my memory, here is what you can do:

Finally use tcode SLG1 (options: object: COND_EXCHANGE, subobject: CUSTOMIZING),

27. How to extract data using BW from CRM?

Answer : Steps for Extracting data from CRM:

1. Click on -> Assign Dialog RFC destination

2. Execute Transaction SBIW in CRM

4. Click on Transfer Application Component Hierarchy

5. SPRO in CRM .Go to CRM -> CRM Analytics

7. Click on Activate BW Adapter Metadata

8. Click on Copy data sources

9. Logon to BW system and execute transaction RSA1.

10. Business content activation for CRM sales area is done

11. Click on source system and choose replicate datasources.

way we used to do in earlier CRM versions?

1. Activate the DS in RSA5.

Same as FI extractors in R3/ECC.

After you have activated the DataSource in RSA5:

1) Go to RSA6 and click on the Enhance Extraction Structure button.

1) SAP BW calls the BW Adapter using the Service API.

Some considerations for Delta are:

1) Net changes in CRM are communicated via BDoc.

34.Who creates the business partners? Is it an end user or a functional consultant?

36.Business Partners in SAP CRM

40. What is SAP CRM Middleware

42. What is the difference between R/3 AND CRM ?

43. How to integrate R/3 with CRM ?