CRM INTERVIEW.doc

7/27/2019 CRM INTERVIEW.doc

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

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 toenhance 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.

S! R/3 is a 3 tier based client/ server based application. "ne layer is presentation layer #Client$

which interfaces with the end user. Second layer is application layer for all business % specificre&uirements #!rogram$' and third is database which contains all information and records about

the system' including transcational and configration data.

S! R/3 has been developed in it(s own language called )! #dvanced business application

programming$.

*ifferent modules of S! R/3 are % +IC"' MM' !!' S*' IS' M' ,RMS' SCM' S-M' M etc.

here CRM is under a business myS! )usiness Suit collection #SRM' CRM' SCM etc$.

2. CRM Software

Sales +orce utomation

% Contact management

Contact management software stores' tracs and manages contacts' leads of an enterprise.% 0ead management

-nterprise 0ead management software enables an organi1ation to manage' trac and forecast

sales leads. lso helps understand and improve conversion rates.

eCRM or eb based CRM

% Self Service CRM

Self service CRM #eCRM$ software -nables web based customer interaction' automation of

email' call logs' web site analytics' campaign management.% Survey Management Software

Survey Software automates an enterprise(s -lectronic Surveys' !olls' 2uestionnaires and enables

understand customer preferences.

Customer Service% Call Center Software

% ,elp *es Software

!artner Relationship Management% Contract Management Software

Contract Management Software enables an enterprise to create' trac and manage partnerships'

contracts' agreements.

-ample4 5pside Software' ccruent Software' diCarta' I%Many.% *istribution management Software


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3. Advantages of CRM

5sing CRM' a business can4

% !rovide better customer service% Increase customer revenues

% *iscover new customers% Cross sell/5p Sell products more effectively

% ,elp sales staff close deals faster% Mae call centers more efficient

% Simplify mareting and sales processes

The types of data CRM pro6ects collect% Responses to campaigns

% Shipping and fulfillment dates

% Sales and purchase data

% ccount information

% eb registration data% Service and support records

% *emographic data% eb sales data

1. What is Bsiness !rocess Management " B!M?

)usiness !rocess Management or )!M' is the practice of improving the efficiency and

effectiveness of any organi1ation by automating the organi1ation(s business processes. )!M usedto be also now as )usiness !rocess Reengineering #)!R$.

Many companies have business processes that are uni&ue to its business model. Since these

processes tend to evolve over time as the business reacts to maret conditions' the )!M solutionyou choose must be easily adaptable to the new conditions and re&uirements and continue to be aperfect fit for the company.

In order to use )!M effectively' organi1ations must stop focusing eclusively on data and data

management' and adopt a process%oriented approach that maes no distinction between wor

done by a human and a computer.

% The idea of )!M is to bring processes' people and information together.

% *ynamic infrastructure re&uires separation of flows' business rules and services.

% Identifying the business processes is relatively easy. )reaing down the barriers between

business areas' and finding owners for the processes is difficult.% )!M 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.% )!M involves looing at automation hori1ontally instead of vertically.

% )usiness ctivity Monitoring #)M$ is essential for measurement of )!M impact.

-amples of )!M tass that your organi1ation performs that should be automated include4% -pense Reports Travel Re&uests


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% !urchase "rders ,uman Resource Management

% 7ew ccounts and Credit uthori1ations Sales "rders

% !ro6ect Management Software Change Management

#he fo$$owing e%am&$e i$$strates the &ower of B!M'

hen a )8) partner needs some inventory' he can log into the web site and order re&uired

inventory. n email will be generated and sent to the supervisor responsible for the partner(s

inventory. The supervisor can clic on the lin in the email' login to the site and approve theinventory. The partner will be notified of the allocation and the inventory will be shipped.

1. a.) What is a CRM software?

b.) What are the advantages of CRM?

c.) What data do CRM projects collect?

d.) Explain the general ways throgh which a CRM can be enhanced.

!. a.) What is the bsiness process involved in "#$%CRM?

b.) What reports does a "#$%CRM fnctional generate?

c.) What are the tools sed in "#$%CRM?

&. a.) 'o want to transfer data fro( develop(ent server to # server. *ow wold

yo do that?

b.) *ow will yo +now if the data has been sccessflly transferred? Where will yo

chec+ it?

,. What do yo (ean by following?

a.) $rodct Catalog

b.) -ist price in prodct catalog

c.) Catalog variant

. What is the /02 Concept in CRM. *ow is it sed?

3. Explain Easy Enhance(ent Wor+bench. What are the li(itations of the EEW4?

5. -ist the tools are available to i(port6export data fro( a CRM syste(?

7. What fnction does the CRM (iddleware perfor(?

8. What technology is sed to generate $C0 screens?

19.2ifferentiate between CRMC:4-0E$R;< vs CRMC:4-0E$R;


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1&. Explain the CRM >ne >rder concept and logical strctre of a bsiness

transaction

1,. -ist the pri(ary header table for a CRM bsiness transaction.

1. -ist the pri(ary extension tables for CRM bsiness transactions.

13. Explain the sage of csto(i@ing incldes in the bsiness transaction.

15. Explain the 4#2 fra(ewor+ for the bsiness transaction.

17. Explain the sage of the CRMA:EAE;< fra(ewor+.

18. What are the advantages of (y"#$ CRM over R6&?

what is the difference (etweem cam&aign anfd trade &romotion?

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 tradepromotions will be carried out.

Trade promotion will vary from customer to customer.

whats are the varios (ssiness &artner t)&e/categories? 2*what is the difference in B! in

crm and in r/3? 3*what are the different sorces throgh which B! enters into crm s)stem?

What is the difference (etween #AS and #A+?

TAS is third party item category

TAN is standard item category for normal items tas is order related billingwhile tan is delivery related billing

How is an item categor) determined?

In vov4:sales doc type+item category group+usage+higherlevel item

categroy+proposed item category

Ro$e of a fnctiona$ cons$tant.

functional consultant evaluates the demands in taling with the customer9s representatives'

transforms the essence into an abstract and algorithmic business model. ,ence' he identifies the

use cases and transforms them into logical and technical views.

Then the main tas starts4 customi1ing the respective business area and maing sure the systemreacts in the manner according to the constraints of the re&uested use case.

The consultant documents the settings and prepares proper guidelines that allow other

consultants to do further changes or repairs with due efforts.


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The consultant taes care that proper training is given to the users and that the system is usable'

performing appropriately and the business flow is complete and correct.

*uring go live he assists the technical staff by testing the behaviour of the system.

fter go live he guarantees that the procedures remain usable and consistent in real live situationand proposes enhancements.

The main duty of a consultant is to transfer eternal now%how to the client. It is not manpower

that counts but intelligence' understanding of processes' a feeling for defects and general a

common sense.

Ro$e of a ,nctiona$ Cons$tant in an -nd #o -nd m&$ementation

hen you tal about the role of a +unctional consultant in an end to end implementation' I thin

it won9t be possible for me or anybody to define everything but I will try to summari1e it4

:. +unctional consultant is epected to generate nowledge about the current business process'

design current business flows' study current business processes and its complication' in all wecan say getting through with current business setup. +low diagrams and *+* are prepared' most

of the time in ;ision format' all this forms the part of S IS document.

8. -verything configured has to be documented as per their categories in the form of predefined

templates' these have to be then approved by the team leads or who ever the consultant isreporting to.

3. Mapping and


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S*0C steps' S! stands for ccerlated S!' you can find all the steps on S! site' through

google' reading it from there won9t give you a great nowledge about S! but will obviously

get you to now the definitions of various term.

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

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 isprofit. Therefore CRM is one step ahead for their goal achievements.

S! R/3 is a 3 tier based client/ server based application. "ne layer is presentation layer #Client$

which interfaces with the end user. Second layer is application layer for all business A specific

re&uirements #!rogram$' and third is database which contains all information and records aboutthe system' including transcational and configration data.

S! R/3 has been developed in it9s own language called )! #dvanced business applicationprogramming$.

3. Advantages of CRM

5sing CRM' a business can4

% !rovide better customer service

% Increase customer revenues

% *iscover new customers% Cross sell/5p Sell products more effectively

% ,elp sales staff close deals faster

% Mae call centers more efficient

% Simplify mareting and sales processes

The types of data CRM pro6ects collect

% Responses to campaigns

% Shipping and fulfillment dates% Sales and purchase data

% ccount information

% eb registration data% Service and support records

% *emographic data

% eb sales data


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SA! CRM nterview estions

:. R3 adaptor eists in R3

8. )usiness !artner category allows you to define number ranges

3. It is not possible to created your own business partner category

=. "ne role can have multiple data sets

>. In S!'It is possible to identify duplicate )! master record

?. "ne relationship category can specify bidirectional relationship

B. !artner role in S! R3 and classification in CRM used to define the interlinage

. Is it mandatory to define different org structure for sales and service

D. It is possible to transfer R3 org structure directly to CRM

:E. R3 employee personal master can be transferred to CRM

::. It is possible to use distribution channel to define my CRM org structure

:8. I can simultaneously use responsibility rule and org model rule

:3. "rg model is time dependent:=. "rg model #,R$ in R3 can be transferred to CRM

:>. ,R Master Record can be transferred to CRM

:?. Terri and org mgt can be used simultaneously


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:B. 5ser defined attributes can be used to define my CRM org models

:. )oth in territory and org mgt it is possible to create different labels

:D. It is possible to store inactive )! in CRM system

8E. It is possible to store inactive products in CRM

8:. ttributes in !roduct Master is attached directly

88. ill "rg determination be triggered first then partner determinationF

83. !artner determination is done again after doc changes

8=. Item cat can be made to be re%determined during copy control

8>. 0ine item status as per R3 partial delivery will get updated in CRM doc

8?. It is possible to do the billing of CRM service order in R3

8B. In an activity 6ournal template' can we really update material type

8. It is possible to create survey &uestions which will generate dynamic subse&uent &uestions

8D. It is possible to attach 8 alternative partner determination procedure to a transaction

3E. hen I am defining CRM access se&uence' it is possible to refer business logic

3:. It is not possible to handle free goods in CRM I!C F through 6ava codes

38. Is it possible that in partner determination procedure' different partner function can be

determined at different times

33. In partner determination procedure' I can use multiple relationship levels

3=. Is it possible to used preceding document9s org units during copy

3>. Mandatory I!C data loader is needed to pull the data from R3 to CRM system

3?. Is it possible to transfer specific ob6ects from R3 to CRM


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3B. It is possible to combine both the CRM and R3 pricing conditions in one document

3. It is possible to do the same when document is going to R3

3D. Is it possible to have CRM variant for 3 levels for products

=E. !rocessing time for action is specified in scheduled conditions

=:. ction can be used to trigger a worflow

=8. ction can be used to tae manual decision

=3. orflow can be used for date driven process

==. Customi1ation from CRM to mobile data can be done through S)*"C

=>. Customi1ation from CRM can be pushed to R3 system

=?. Consolidated *atabase is needed for every m)*"C

=B. )*"C can hold only modified fields

=. ,ierarchical distribution of business data among CRM ecosystem

=D. !ublication and subscription are lined one to one

>E. Middleware trace functionality can be used to monitor inbound &ueue

>:. +low contet in middleware can be defined using a formula


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>8. In Solution Manager it is possible to initiate the integration testing

>3. Internet Sales is an application that is built using GS!

>=. +ollowing application are used using GS!

a. Internet Salesb. in client

c. eb client

d. Collaborative Showroom

e. !artner !ortal

>>. )lueprint table eists in -nterprise portal server

>?. ,ow R3 tet ob6ects are brought into CRMF

>B. ,ow do we integrate the CRM with S! R/3F here do we mention the I! address of S!R/3 serverF hat else is re&uiredF

>. hat is the difference between replication and realignment in CRMF

>D. hat is the difference between an activity and a tas in CRMF

?E. Can you point out some details of )! ownership in CRMFSpecifically' we will be loading channel partners from R/3.

e would lie to assign these partners to specific Hchannel managers.H hat constitutes this

ownershipF

?:. Should clients implement both inClient and ebClient for the IC or only one of themF

Could you please eplain this with supporting reasonsF

?8. +ully grown my S! CRM is built on the following componentsa. CRM central serve

b. S! R/3 as a bac end system

c. S! ) system as a data ware house solution with comprehensive statistical and analytical

possibilities


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d. S! !" as global T! chec and demand planning solution

e. S! enterprise portal as a tool to provide integrated access to all the systems

?3. )usiness partner category

?=. )usiness partner group hierarchy

a. business partner can be assigned to several hierarchies of different categoriesb. The business partner


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a. To assign a user to a position u also need to have master data maintained for the same

b. Can be mapped from CRM to S! R/3

c. dditional levels in CRM are mapped into R/3 automatically

B:. ays to determine the org units in a document

B8. Responsible organi1ational unit is used for.a. *erives all other org.units

b. +or pricing

c. -&uivalent to R/3 plant

d. Is in charge of a business transaction

B3. Territory management is used for

a. Reflect the maret view of an organi1ationb. Specifies which products can be offered in a territory

c. ho has the highest revenued. hich )!Fs belong to a territory

B=. ho is responsible for a territory

a. e must lin employees with territories via the ,R position in org. management

b. Can assign permanently or for a definite time period

B>. True for territory management

a. ,ierarchies can be time dependentb. Can use hierarchies for representing territories

c. e can define our own attributes to define a territory

B?. +ollowing is true with regard to product categories

a. Initial assignment of products to product categories is done during download from "0T!

b. !CFs are assigned to !types

c. !C can be assigned to many categoriesd. Can have hierarchy of product categories

e. If a product type is assigned to a category only products of this type can be assigned to a

category

BB. +ollowing is true with regard to attributes and set typesa. ttributes are assigned directly to product master

b. Set types are group of attributes or fields corresponding to various database tables

c. ttributes are assigned to set types

d. Set types and attributes canFt be transferred to R/3


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B. Mapping of S! R/3 to S! CRM with regard to productsa. Material type to R3!R"*ST!

b. Material group to R3MTC0SS

c. !roduct hierarchy to R3!R"*,I-R

BD. Sales Transactions area. )usiness activity

b. 2uotation

c. Sales "rder

d. 0eadse. In&uiryF

E. Control attributes in a transaction typea. )"M eplosion

b. Tet determination procedurec. !artner determination procedure

d. "b6ect relation procedure

e. ction profilef. 7umber ranges

:. )usiness transaction category is a control attribute that controls

a. Item category determination

b. Subordinate transaction typec. Control attributes of transaction type

d. Subordinate item category

8. ith regard to copying and creating a follow up document following is true

a. Copy survey

b. Copy controlc. Copy item number

d. Copy pricing agreements

3. In copy control customi1ing what setting can influence transaction type and item category

determinationa. Copy survey

b. Copy control

c. Copy item number

d. Copy pricing agreements


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=. +ollowing is true for tetsa. ou define the source tet of tet types within access se&uence

b. The tets are automatically determined in a document or can be entered

c. Can be assigned to transaction type and item categories

>. hich statements are correct for status managementa. ItFs controlled by status profile

b. ou must assign at least one ob6ect type to the status procedure

c. System status can be controlled by system profile

d. 5ser status is set internally by the systeme. ,eader status is independent of item status ecept in case of status completed

f. Status profiles can be assigned to transaction type or item category

?. +ollowing is true with regard to incompleteness checa. Incompleteness chec allows you to find out whether a document is complete or not

b. In customi1ing you define which fields are mandatory for which transaction type and/or itemcategory

c. Incompleteness chec is not available on the CRM mobile client

B. hich of these functions are possible on sales transaction in CRM

a. Change price at item level

b. T! checc. *ocument flow

d. uto creation of delivery document

. ctivity management is an important component of CRM.

hich of the following are truea. Tas is transaction replicated to R/3 and mobile client

D. )usiness activity and tas have the following in commona. 7eeds a specific date

b. Includes a business partner

c. ,ave org data

DE. ctivities and calendar integrationa. )idirectional data echange between my S! CRM middleware and groupware solutions

b. ctivities appear in calendar if calendar flag is active for each partner functions and ctivity

type

c. ctivities can be created or changed directly from calendar


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D:. +act sheet

D8. "rder of customi1ing for partner determination

D3. !artner functions necessary for uploading sales order into R/3a. Sold to party

b. Ship to party

c. !ayer

d. )ill to partye. -mployee responsible

D=. I!C is re&uired to calculate pricing in CRM. hich of the following are truea. It consists of S!-' SC- and TT- only. as it also includes data loader and limited product

master informationb. I!C accesses CRM database

c. I!C is G; based technology

D>. Identify the correct statements regarding the pricing in CRM

a. Maintained in CRM. I!C accesses R/3 enterprise

D?. Ta calculation

a. The business partner and product ta classification is made by assigning ta groups to the tatypes that must be determined in any given country

b. The ta groups indicate whether a business partner is liable for or eempted from respective

ta type that is imposedc. The combination of ta group' the country or region and the ta type determines the ta

condition record

d. business partner or a product has not been assigned a ta classification' the default ta group

is used

DB. True for actions

D. Schedule condition

DD. )illing prere&uisites

a. )illing unit


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b. 7umber ranges

c. )illing types

d. Item categoriese. Item category determination

:EE. *ata echange between R/3 and CRM

:E:. dapters

:E8. Main tass of R/3 adapter

:E3. dministration console FReplication dministration

:E=. !ublisher%Subscriber Concept

:E>. 0oad filtering

:E?. hat is a business scenario

:EB. hat does the role definition determine

a. tas oriented content

:E. S! 7et eaver

:ED. Three layers of eb pplication Server

::E. hat is business pacage

:::. The delivery mechanism is in the i;iew studio.

+ollowing are the primary functions

a. Informing customers about available pacages' worsets' and i;iews and maing the content

available for down load


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b. Supporting the develop community in creating new content and offering it to S! portal

customers

c. *elivering updates and patches

::8. +unctions of )lueprint pplication )uilder

::3. +unctions of CRM *esigner

::=. )lueprint tables

::>. I;iews are generally displayed through portal pages. ou can import predefined pages or

create your own.

hat does the page definition includea. iview bundles pages' worsets' roles

b. !ages bundles iviews' worsets' rolesc. 0ist of the pages

d. list of iviews and associated pages

::?. hat is role editor needed forF

::B. The collaborative business is used forF.

::. Is it possible to create condition record in both crm as well as in R/3. eplain in more

details

::D. Can you give some eample of business ob6ect' customi1ing ob6ect' conditon ob6ect

:8E. hat are the different bdocs available in M.

:8:. ,ow do you integrate R/3 with CRM


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:88. hat are the different data update in crm through middle ware

:83. If i create a new condition record in R/3 how do you sync with crm

:8=. what are the org.ob6ects available in org.mgt.

:8>. hat are the process of org.mgt

:8?. Can you tell me different rule for org.determination

:8B. ,ow the vol/trade spend tab is determined in mareting planner' what are the importantsettings needed Can you tell me trade spend eys

:8. hat is the difference between Campaign and Trade !romotion

:8D. hat is the difference between ction J orflow

:3E. *o we need to assign worflow in ction

:3: "rganisation Management determination

:38. hat are the different organisational determination rule in CRM


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:33. ,ow the ob6ective and tactics are controlled in Mareting planner.


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SA! CRM nterview estions 0 Answers

SAP Web client User interface: CRM 7.0

Some important Shot notes:1. Main Screen Areas: The L-Shaped always stays fix so the user always has access to common

functionality and never gets lost. Its content can be configured as Business-ole dependent.

2. Overvie of the Web U! pa"e:!. #ea$er Area: "lso called #lobal $unction "rea. It consist of

a. Personali%e% #eneric personali&ation options 'g. (hange passwordb. #elp Center% )ffers direct access to B*+ ,business user documentsc. S&stem 'es% rovides access to general system messagesd. Central Search% +isplays Saved searches/ Simple searchese. (o" off% logs you off

0. 'avi"ation Area ) 'avi"ation *ar% It includes

a. "pplications search launchesb. *L linc. BI reports and analysis ,S" 2et3eaverd. Transactions in other systems

I. $irst Level 2avigation 'ntries%o 4ome

o 3or list

o (alendar

o eports

o Business-ole specific wor centers

II. Second Level 2avigation 'ntries%

o Lins to most fre5uent search pageso )pens via a clic and vanishes automatically after the selection

Wor+ Centers:It is a flexible grouping of application and information that logically belong to each otherfrom the viewpoint of a business role.ersonali&ation of the 3or (enter can be done in 2avigation Bar rofileS)-I6#-(6-*I $ramewor-Business ole-Logical Lins% are of 0 Types%

a. Linb. 3or (enterc. Launch Transactiond. BI eport

Create Area) ,-ic+ Create Area) irect (in+ /ro-ps% It contains fre5uently used applications by theuser. It allows users to start a creation of an ob7ect of an ob7ect 5uicly8 no matter where the user islocated in the S" (6 application at the moment.This are is freely configurable per Business-ole.This are can be personali&ed by the *ser.

a "ppointmentsb 'mailc Tasd Business-ole specific lins


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ersonali&ation of the +irect Lin #roups can be done in 2avigation Bar rofileS)-I6#-(6-*I $ramewor-Business ole-

Recent !tems:It allows the user to navigate to the items that he has wored on most recently with oneclic.This area is configured per Business-ole.

This number of entries can be changed up to 19. The personali&e settings can be done by the user viaersonali&e-ersonali&e 2avigation Bar-ecent Items (drop down)

. #ome Pa"e:The 4)6' page provides%

a. 6y appointments Todayb. 3orflow Tassc. 6y )pen Tassd. "lertse. 6y Saved Searches

The 4)6' page can be configured per Business-ole."vailable content and screen structure can be personali&ed by the user. '.g. +rag : +rop.

1. WOR(!S3 pa"e:

;. CA(4'AR pa"e%a " graphical overview of today. 4MA!( !'*O5 pa"e%

?. WOR C4'34R% The wor center page is opened by choosing the $irst-Level navigation entrydirectly8 without selecting any specific Second-Level entry8 belonging to the respective worcenter.

a Searchb (reatec eports

60. R4POR3S4ntr& Pa"e% rovides a list of reports and analysis grouped by business topics. It canhave second-level navigation entry providing direct access to important analysis or dashboards.

BI (ontent(6 Interactive reports(6 "nalytics(onfigured per Business-ole

11. S4ARC# PA/4S%a Search (riteria "reab Search esult List "rea


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The table graphic is a feature available for every table8 but especially in the search result list it provides aperfect facilitation option to understand patters and schemes behind the found search results in agraphical manner.SPRO8!M/8CRM8U! 9rameor+83echnical Role efinition8efine Parametersossible parameter values are% "SSI#26'2TBL)(@AS'"(4'S*LTA ,adobe flash is re5uired

"vailable search criteria can be controlled bySPRO8!M/8CRM8U! 9rameor+83echnical Role efinition8efine Central Search

ou can use the CRM ES Modeling Workbenchto connect (6 business ob7ects to S" 2et3eaver'nterprise Search.ou can access CRM ES Modeling WorkbenchviaSAP M4'U8Architect-re an$ 3echnolo"&84nterprise Search !nte"ration83ools

1=. OP: Over ie Pa"e !'34R!4W ,U4S3!O'S:

1 3hat is partner functionC 4ow will you do determinationC 3hy we useC= 3hat are the sources for partner functionsC! 3hat is the procedure to do text determinationC Tell the processC0 4ow many methods/profiles in )rg determinationC (an you do org det at item levelC

D 3hat as "ctionC 3hy we useC 3hat are the conditions we haveC 3hat type of actions you have used8for which scenario explainCE Tell me some transaction typesC 4ow many Levels are there in transactionsC; 3hat is activityC Types8 customi&ing settingsC 4ow will you change the reasons according to the statusC> (ampaign mgt wt you nowC 3t are the settings will you doC? 4ow will you execute campaignC 3here you have used campaign explainC19 3here will you enter responsible partners in web *IC 3t settings will you doC11 (an you run campaign without productsC 3hat are all necessary to run campaignC 3hat settings will you

do to send mail from your systemC1= 4ow will you create "ctivity when you trigger e-mail campaignC1! 3here all you can create target groupsC10 3hat you now about roduct proposal8 why we use itC 3here we use itC1D 3hat is the customi&ing for top n productsC1E 4ow will you determine raning valuesC1; 3hat are mail formsC 4ow will you do in 3'B *IC1> Tell me what you now about 3eb *I customi&ingC 4ow can we edit labelsC1? 4ow can you create your business oleC=9 3hat is call list8 do you have any ideaC=1 3hat are the Business oles available/you nowC== 3hat you now about I(C=! 3hat is LeadC 3hat you now about itC

FFFFF=0 3hat are the customi&ing settings for leadC=D 3hat are the customi&ing settings for (ampaignC=E 4ow to mae a campaign template/6areting lan TemplateC=; 4ow can you customi&e assignment blocC=> (an you delete an "ssignment Bloc of a campaignC 3hat are the customi&ation stepsC

=? 3hat is "S" methodologyC!9 3hat is your system landscapeC!1 3hat is a B field groupingC 3hy is it usedC!= 3hich B role would the B


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!> 3hat is email processingC!? 3hat is worflowC

SAP Business Workflowcan be used to define business processes that are not yet mapped in the /!System. These may be simple release or approval procedures8 or more complex business processessuch as creating a material master and the associated coordination of the departments involved. S"Business 3orflow is particularly suitable for situations in which wor processes have to be run throughrepeatedly8 or situations in which the business process re5uires the involvement of a large number ofagents in a specific se5uence.ou can also use SAP Business Workflowto respond to errors and exceptions in other8 existing businessprocesses. ou can start a worflow when predefined events occur8 for example an event can betriggered if particular errors are found during an automatic chec.

09 3hat is I-BaseC 3hat is I-Base categoryC01 3hat is '-("TC0= 3hat is LS63C

The Legacy System 6igration 3orbench ,LS63 is a tool recommended by S" that you can use totransfer data once only or periodically from legacy systems into an /! System.The LS6 3orbench lets you chec the data for migration against the current settings of yourcustomi&ing. The chec is performed after the data migration8 but before the update in your database.T(% LS63

0! 3hat are adaptorsC

00 3hat is B+ocsC0D 3hat is application builderC0E 4ow did you customi&e I( for service pro7ectC0; 3hat Business oles did you configureC rofiles usedC0> 3hich all profiles did you useC0? 4ow to activate/deactivate wor centersCD9 3hat are Logical LinsC 3here do you ad7ust themCD1 3hat is 6aster +ataC 3hat is it used forCD= 3hat is territory master dataC

"ssignment blocs capabilities are available in single (olumn and tile layout.

6ain )G 'lements Ho 3or "rea Title

o 3or "rea Tool Bar

o ersonali&ationo $orm Giew

o 4eader "rea

o "B Tool bar

o Table

o "ssignment Blocs

2on-Interactive (enter in a tile layoutSPRO8!M/8CRM8U! 9rameor+8U! 9rameor+ efinition8 Re"ister Overvie Pa"es for 3ile(a&o-t

4ierarchies% *sed for navigation or simply to display related information in a structured format. '.g.% )rg6odelA Installed BaseA roduct 4ierarchiesA "ccount 4ierarchies*SP Application: CRM;U!;S3AR3

escription: CRM WebClient U!Start Pa"e: $efa-lt.htm

SU< Create a User SU06 User Master ataCRMC;U!;PRO9!(4 efine a *-siness RoleCRMC;U!;'*(!'S efine 'avi"ation *ar (in+s*SP;W;CMPW* Component Wor+ *ench

6


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To enable the configuration mode the user needs a specific ,administration authori&ation. *sing theconfiguration mode it is possible to start the new configuration and the $"(T S4''T configurationdirectly from the (6 3eb(lient.3eb Lins3idgets(6 $eeds% stay up-to-date with your wor wherever you are.

6=. 3ransaction (a-ncherH ou can add external application to the (6 3eb(lient *I by using theTransaction Launcher and S" ITS.!3S- Internet Transaction Server% These include

a. 3eb Sites of your choiceb. Transaction in an ' systemc. "dministration transactions in the (6 System

*se function ey of your eyboard $=< to display the technical information for the component.

"uthori&ation )b7ect% (6()2$6)+ controls whether user can activate the configuration mode.

1D. *-siness Roles%

ou can generate a portal role from your business role by creating an J6L file of your business role andimporting this J6L file to S" 2et3eaver ortal.

ou generate an J6L file of your business role in customi&ing by choosing SPRO8!M/8CRM8U!9rameor+8Portal !nte"ration8Uploa$ *-siness Role

$or more complex *I changes the Component 4nhancement Conceptcan be utili&ed.

Business ole are maintained in customi&ing%SPRO8!M/8CRM8U! 9rameor+8*-siness Role8efine *-siness Role

Business ole is assigned to an )rgani&ation *nit or to a osition.a. )6"K(6 select your org modelb. Select the position to which you want the Business ole to be assignedc. (lic on #oto in the main menu bard. (lic on enhance ob7ecte. Select Business oleM and clic createf. "ssign your Business oleg. Save

Business ole can be assigned to the *ser also ina. T(% S*!b. Select arameter Tab pagec. Insert arameter I+ (6K*IKrofiled. #ive a description and assign your Business ole.

1E. A43H "pplication 'nhancement Tool has been introduced t enhance (6 applications. ou can usethis tool to Search for enhancements and to display8 (reate8 (hange8 or +elete enhancements. Thecomponent 3orbench does not allow to launch "'T. ou can mae new fields created via "'T availablefor the following system or applications only%

i. Business Intelligence reporting ,BI ii. (6 interactive reporting ,as characteristic or @ey $igure iii. /! adapter (6 6obile ,Synchroni&ed B+oc

1;.44W*- 'asy 'nhancement 3orbench% It is a development tool that can be used to enhance S""pplications ,Business )b7ects.

3i&ards are used in the worbench to define customer enhancements of business ob7ects. This meansthat the user without "B" nowledge can also mae enhancements to the standard S" system.


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The technical composition of an enhancement created with the ''3B is no different from the oncecreated manually. In both cases transportable "B" ob7ect are created and the same customer exists8business transaction events or B"dIS are implemented.

The only difference is the way that the re5uired ob7ects are created.

In most cases the enhancement applies to all system. '.g.% when you enhance a business ob7ect in(68 the data exchange to other system ,B+oc is also ad7usted.

The system landscape must be configured appropriately for cross-system generation.

1>. *-siness Role C-stomi%ation:(ontains 1rofiles%

a. ole (onfiguration @eyb. 2avigation Bar rofilec. Layout rofiled. Technical rofilee. $unctional rofilef. $(#

1?. Role Confi"-ration e&% (ustomer specific ad7ustments to the *I can be performed using a roleconfiguration ey.U! Confi"-ration 3ool%

ou can use the *I (onfiguration tool to configuration tool to configure views and pages that are made upof different views. These include%a. $orm Giewsb. Tables and 4ierarchiesc. Search agesd. )verview agese. Start ages and 3or (enters

Typical changes include%b. "dding and removing fieldsc. (hanging the item of fieldsd. "dding headerse. 'diting fields properties ,eg% re5uired entry fields/mandatoryf. (onfiguring search criteriag. (onfiguring result listh. +isplaying assignment blocs ,direct8 la&y

(reation of a ole (onfiguration @ey

"ssignment of ole (onfiguration @ey to Business ole

SPRO8!M/8CRM8U! 9rameor+83echnical Role efinition8efine Role Confi"-ration e&" ole (onfiguration @ey can be assigned to one or more Business-oles.

=9. (a&o-t Profile%a. 4eader "rea% It is static8 non-scrolling area on top of the screen. 'g% Logo "rea8 #lobal $unction "rea

and others.b. $ooter "rea% It is non-scrolling area at the bottom of the page.c. icture "rea%d. 6enu "rea%

e.

Shortcut "rea% SPRO8!M/8CRM8U! 9rameor+8*-siness Role8efine (a&o-t Profile

SPRO8!M/8CRM8U! 9rameor+83echnical Role efinition8efine (a&o-t Components

26. 3echnical Profile% It contains some browser related setting and other technical information

3hen you log off from the S" (6 system the S" homepage http%//www.sap.com/is called perdefault.

ou can change this by entering a different *L in the technical profile.

SPRO8!M/8CRM8U! 9rameor+83echnical Role efinition8efine 3echnical Profile
http://www.sap.com/http://www.sap.com/


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22. 9-nctional Profile%

Some business roles are special in the way that they need more technical settings and infrastructure

This is the case for all I( related business roles.

SPRO8!M/8CRM8U! 9rameor+83echnical Role efinition8efine 9-nctional Profile

2sSPRO8!M/8CRM8U! 9rameor+83echnical Role efinition83ransaction (a-ncher8Confi"-re

3ransaction (a-ncher

2=. P9C/%

It is used to maintain the authori&ation profiles.

'ach authori&ation references an authori&ation ob7ect and defines one or more permissible values ,e.g.+isplay8 (hange8 and (reate for each authori&ation field contained in the authori&ation ob7ect.

"uthori&ations are assigned to *sers in the user master data. T(%S*91

$or each business role S" delivers a $(# ole with the re5uired authori&ation ob7ect.


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+efault values can be maintained in T(% S*=08 if the default values delivered by S" don


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create some of +our own master data simpl+ to test ever+thing +ou areconfiguring 4development s+stem/. 5n a production s+stem however, it is

usuall+ the end user 6 7 6 who creates the master data, such as businesspartners, products, etc. The compan+ however should decide if for example

ever+ sale should be able to create new prospectscustomers in the s+stem,

or if this should happen via a single point of entr+ 4 team responsible forcreating and maintaining master data/. 8ou would have to change the

classification of the business partner 4see tab page classification hours/ fromprospect to customer. Again, where +ou do it depends on +our setup. Which

s+stem is leading 4&' or !/ and who are prospects or customers

replicated from one s+stem to the other.

QUESTION !Use of R"! #onditions in CRMWe are tr+ing to replicate #A$ ! pricing conditions to &'. "nitial

download of pricing customizing has been done. ! pricing conditions aredispla+ed in &' customizing well 4pricing, rebates and free goods/. Though

when " go in customizing 4in &'/ to use these ! conditions in conditionmaintenance under 9marketing planning and campaign management:, " can

see m+ rebates conditions, the free goods conditions but not the other

conditions appl+ing directl+ in the sales order. " have checked theconfiguration for the conditions not shown. The+ are categorized in;

Application < &'= >sage 1$% for pricing= #ource != "s there an+particular reason for this?

ANSWER &onditions created in ! and replicated to &' can onl+ be

maintained in !. "f +our middleware is set properl+, an+ changes 4@,@2/ will replicate to &'. 6 6 5nl+ conditions created in &' aremaintained in &' 4most likel+ documents that do not replicate back to !,

if that scenario exists for +ou/. "f +ou are tr+ing to create condition recordsfor a marketing campaign, +ou will need to do a couple of things; . 'aintain

the 9condition maintenance group: to include the condition t+pe and table

for maintenance context &A'$A"BC= 2. "n !, designate that this conditiont+pe is maintained in &'=

QUESTION $

SA NetWea%er" have a couple of -uestions about the #A$ Cetweaver; D "s it necessar+ towork in #A$ Cetweaver environment to configurecustomize #A$ &'

modules especiall+ "& Webclient and "nternet #ales even though thecompan+ does not have #A$ (W#A$ A$5 in its #+stem 0andscape Eesign?

2D "f so, then as #A$ &' consultant, what are the necessar+ things to know

about #A$ Cetweaver? B


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ANSWER The answers are provided according to the number the+ wereasked; . 8ou are indeed working in #A$ Cetweaver environment. #A$

Cetweaver is an open platform for integration purposes. "n fact, for +ou as aconsultant, +ou will probabl+ not have much to do with #A$ Cetweaver,

unless +ou would be doing F" or (W. 8ou can use &' as a standalone

application or integrated with #A$ ! andor (W. Eepending on what thecustomer will be implementing, +ou will of course have a different s+stem

landscape. 2. Gust do some reading on #A$ Cetweaver technolog+. 8ou don%tneed to get into real detail. Gust check out information on help.sap.com or

on service.sap.com. There is a lot of information available.

QUESTION &

Enter'rise ortalWhat exactl+ is Hnterprise $ortal and in what wa+ do #A$ &' &onsultants

connect to it? What are the activities that the+ have to do in H$?

ANSWERThe enterprise portal is a $ortal which allows people to have a

single point of access to different applications, tools, and other informationsources. 3or example, it is possible to have via single sign on the #A$ H$

4enterprise portal/ access to &' processes like marketing and campaignmanagement, service processes , but at the same time access to (W reports

and or -ueries, and database access to non #A$ database related data.

"ntegration in the #A$ portal for &' is via "6iews. "t is called $eople&entric &' and the screens that +ou integrate in the portal are $&>"

screens. Another thing is (#$ developments 4(#$ applications like the "&Webclient I via Transaction code #HJ* +ou can look up the (#$ application

&'K"&, which is the "& Webclient (#$ Application for the "& Webclient/ thatcan be integrated in the #A$ $ortal. #A$ delivers those working assets in theform of $ortal oles, like for example &A00 &enter Agent, or 'arketing

'anager. Hver+ role gives access to specific work sets which give access tospecific "views or screens.

QUESTION ()e'lo*ing SA CRM ro+e#ts

What is the implementation toolmethodolog+ that is generall+ used indeplo+ing #A$ &' projects? "s it A#A$ or #olution 'anager?

ANSWER8ou can use the #A$ #olution 'anager as a customer platform forefficient implementation and operation of #A$ #olutions such as the m+#A$

(usiness #uite 4&'/. "t makes use of the mentioned A#A$ 4ke+ accelerated#A$ implementation concepts/. The wa+ " approach things is usuall+ the

following 4supposing that the customer is considering implementing #A$&'/; / 3irst +ou anal+ze business re-uirements. What processes are being

used? Are the processes working in an optimal wa+? 2/ What processes need


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to be improved? Low can +ou improve them from a business perspective? !/'ake A#6"# anal+sis of the current business process and designs the T5 (H

processes. )/ Translate the T5 (H processes into s+stem processes such asmarketing and campaign management, account and contact management,

"& win or Webclient, complaint or case managementM.. 6 6 7/ &onsider

complexit+, cost, added value, ease of use, user acceptation,implementation time and budget, during the (0>H$"CT phase. N/ Euring

the (0>H$"CT phase, it is likel+ that +ou do not know what #A$functionalities within &' are existing, and are best to implement. Therefore

" usuall+ do a lot of research on different sources. " usuall+ read #A$ LH0$,

search presentations, 5nline knowledge products and other information onhelp.sap. com or on service.sap.com 4make sure +ou get a #6user and

password on this site/ look at #A$ notes and also ask -uestions on forumslike sapfans.com or others. (ut one of the best search tools for #A$

functionalit+ are internet search engines, such as Boogle.

QUESTION ,

T-e Most i.'ortant and Mandator*/un#tionsWhich are the most important and mandator+ functions, function modules

and Transaction codes of "& Webclient, 'arketing and (ase &ustomization?

ANSWER" suggest +ou follow existing courses like the;

6 &**; &' base customizing6 &N**; 'arketing and &ampaign management

6 &)**; "& Winclient6 &)*; "& Webclient

"f +ou have access to a &' s+stem, +ou will discover the Transaction codeseasil+O "n the #A$ 'enu, +ou can click open the relevant folders, and displa+

the Transaction codes b+ displa+ing the technical names. To do so, in themenu; +ou do 9HxtrasP #ettingsP Eispla+ technical names:. 3or &ustomizing

+ou can check also the relevant paths; &ustomizing is done via Transaction

code #$5. 0ook up function modules via transaction code #H!. (usinessAdd6ins via #HJ. "n order to understand how ever+thing works, " advise

+ou first to read existing documentation 4power points about for example "&Webclient, #A$ help information/ and also the relevant &ustomizing

documentation.

QUESTION 0

eneral S*ste. lands#a'e for CRM ro+e#tsWhat is the s+stem landscape design for &' projects? What are the

integration points within &' and with other s+stems?


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ANSWERThe s+stem landscape for &' or an+ #A$ 'odule usuall+ lookslike this;

A/ Eevelopment s+stem 4here +ou do all customizing settings anddevelopments/.

(/ QA 4-ualit+ assurance s+stem/; for end user training and especiall+ forunit testing and integration testing purposes.

&/ $roductive s+stem. #A$ &' is for example usuall+ integrated with abackbone #A$ ! s+stem. "ntegration in this case happened via the &'

middleware. 5n both sides 4! < plug in and &' +ou will have a !

adapter/. 3or integration with (W there exists a (W Adapter. 4"n the &'s+stem, #A$ delivers b+ the wa+ standard data sources that can be used b+

the (W s+stem. The+ can be activated 4content/ and replicated to the (W#+stem for data anal+sis.

QUESTION

Inter%ie3 Questions fa#ed 3it- IC We4#lient5et6 al6When interviewing a possible candidate, what are the interview -uestions

that " should ask in relevance to "& Webclient, 'arketing, and (ase

&ustomization?

ANSWERLere are some probabilities;6 $roject experience?

6 &' functional knowledge? Which components?

6 Technical knowledge 4abap, oss notes implementations, (#$ and html

knowledge/?6 What are best practice cases? What is the added value?6 #how functional experience 4e.g. how to create marketing plan, campaign,

target groups, and sent out email to existing target groupM./ andcustomizing knowledgeM 4know what is possible, but also the limitations/

6 Wh+ "& Webclient instead of "& Winclient?

6 What about performance of "& Webclient?6 What about >ser interface differences and customer adaptation and

training?6 $ossibilit+ to show a small demo 4sta+ in #A$ #tandard deliver+/ in short

notice?

QUESTION 17

Material )ata flo3 fro. CRM to C)B

Eoes an+ one know how can we stop the material changes to flow from &'to &E(?


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ANSWER

"f +ou do not want to download all the materials from &' to &E( then

disable the '5("0H("EBH for $roduct download.

"f +ou want it specific for particular material t+pes then +ou need to enhancethe 'obile (ridge Adapter not to map those material t+pes.

1. what are adapters

#.1) 2ata is exchanged between the CRM syste( and a connected ER$ syste(

Exa(pleD "#$ R6& ) (ainly by (eans of the CRM (iddle ware. # plg%in installed on

the ER$ syste( acts as a conterpart to the R6& adapter in the CRM syste(

spporting the data co((nication between the two syste(s.

!)


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3. $C is reired to calclate pricing in CRM. Which of the following are tre?

a. t consists of "$E "CE and -M explosion

b. bject relation procedre

e. #ction profile

f. ;(ber ranges

#nsD 4 C 2 and f

19. 4siness transaction category is a control attribte that controls which are

tre?

a. te( category deter(ination

b. "bordinate transaction type

c. Control attribtes of transaction typed. "bordinate ite( category

#nsD #ll are tre

11. Which of these fnctions are possible on sales transaction in CRM ?

a. Change price at ite( level

b. #


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c. 2oc(ent flow

d. #to creation of delivery doc(ent

#ns D 4 C

1!. 4siness activity and tas+ have the following in co((on.?

a. ;eeds a specific date

b. ncldes a bsiness partner

c. *ave org data

#ns D # and C

1&.1 Can Wor+flow can be sed for date driven process?

! can csto(i@ation fro( CRM to (obile data can be done throgh "42>C

&. s Consolidated 2atabase is needed for every (42>C?

,. # 42>C can hold only (odified fields.


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"ales >rder will get generated in ER$ in the integrated scenario.

1. *ow to send a #to Mail every three hors?

#.'E" < " $>""4-E W*E; #C; $R>=-E " ;/0E "E0E;CE W*C* " 0"E2 ;

$#R

Documents

CRM INTERVIEW.doc