SAP-CRM(CUSTOMER RELATIONSHIP MANAGEMENT)

1). What is SAP CRM?

Ans)SAP CRM (Customer Relationship Management) is a software tool provided by SAP to support end to end customer related supports. It handles various activities like invoicing, delivery, decision making, accounts receivable and so on.


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

Ans)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?

Ans)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?

Ans)The standard transaction type for quotation is AG, and the item category is AGN.


5). Explain what is partner function in SAP CRM?

Ans) 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

6). Explain what is text determination in SAP CRM?

Ans)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.


7). Explain what is Actions in SAP CRM?

Ans)“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.


8). List out the standard transaction types for sales?

Ans)Some of the standard transaction types for sales are

  • LEAD- lead
  • AG- Quotation
  • Opt-Opportunity
  • OPSM- Sales Methodology
  • TA- Tele Sales, etc.

9).Explain what is the prerequisites to create an opportunity?

Ans)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.


10).Explain what is the difference between a CRM lead and an Opportunity?

Ans)

  • Lead: It is an account or contact with very little information.
  • Opportunity: It is a contact or account which has been qualified.

11).Explain what is logical links in SAP CRM?

Ans) 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.


12). Mention how CRM assign the business roles?

Ans)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

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

Ans) To save the OD profile, we use $tmp.Financial Progress in a continuous manner is actual a tough job for the business. There are certain factors that can have a direct impact on the same. Some of these factors are:


14).Explain how you can display the error message in web UI when the user has not entered a specific field?

Ans)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.


15).Explain what are adapters?

Ans) 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.


16).Explain what is BDOC in CRM? What are the types or classes of BDOC?

Ans) 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

17).In SAP CRM, what is the action profile?

Ans)Action Profile is a Post Processing Framework (PPF) it gives some output on given conditions.


18) How CRM can handle e-mails from customers?

Ans)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


19).What is the difference between CRM and ERP?

Ans)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.


20). Explain what is IPC?

Ans)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.


21). What are the important components of IPC?

The important components of IPC are

  • Sales Pricing Engine (SPE)
  • Sales Configuration Engine (SCE)
  • Free Goods Engine
  • Listing
  • Free Goods Engine

22).In real time what SAP CRM consultant to?

Ans) In real time, SAP CRM consultant analyse the business requirements and then configure the ERP.


23). Is it possible to change or an organizational attribute within the Organization Model Functionality?

Ans)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.


24). How to delete business partner?

Ans)To delete business partner you can use BUPA_DEL and BUPA_PRE_DA.


25). Mention where in the table you can find the internet e-mail addresses for business partners stored?

Ans)It is in the table ADR6 that you will find the e-mail addresses for business partners stored.


26).Mention some technical benefits of incorporating CRM into an organization?

Ans) The benefits of incorporating CRM into an organization includes

  • Manage customer contact information
  • Measure success of campaigns
  • Organize customer interactions in a central location
  • Track organization trends
  • Help to understand customer preferences, habits and actions
  • Managing customer service requests
  • Weaken expense and business risk

27).Mention what are some popular CRM software?

Ans)Some top popular CRM software are

  • SAP CRM
  • Salesforce
  • Oracle CRM on Demand
  • OnContact
  • Sage Act
  • Prophet
  • AIM CRM
  • Relenta
  • Webasyst
  • Sugar CRM

28). Mention different types of CRM?

Ans)CRM types are classified into three categories

  • Operational CRM
  • Analytical CRM
  • Collaborative CRM

29).List out factors that can be an obstacle for CRM (Customer Relationship Management/ Manager) success to an organization?

Ans) The obstacle for CRM success to an organization include

  • Absence of a clear transitional process
  • The main focus is on product sale and geographical segmentation of market
  • Key performance measurements are not tracked
  • Weak functional organization of a company
  • Lack of response to customers feedback and recommendations
  • Introducing other technology without implementing the necessary framework

30). Mention what are some of the challenges that an organization might have to face while incorporating CRM?

Ans) Some of the challenges that organization has to face are

  • Database cleansing to ensure that client information is in correct state
  • Integrating with other systems , new or existing
  • Sometimes system is more complicated and requires trainer to train external trainers
  • Expecting the vendor to manage all elements of your project

31).Mention what are the most important modules in CRM?

Ans)The most important modules in CRM include:

  • Marketing
  • Inventory
  • Sales
  • Service Desk

32).Explain how CRM can be helpful in handling emails from customers?

Ans) CRM can be helpful in

  • Sorting emails from customers by workflow-enabled email processing capabilities
  • utomatically route emails to appropriate users based on workflow rules
  • Manage multiple attachments in emails
  • Sending replies to customer automatically
  • Associating emails with respective customers and incidents

    • 33).Is it possible to integrate CRM with social networking sites?

    Ans) Yes, you can integrate CRM with social networking sites. It focusses on using social media to enhance customer engagement.


    34).What is the architecture of SAP CRM?

    Ans)SAP CRM includes various components which help in the integration of the module of CRM which various other non-SAP as well as SAP modules, cell phone devices, Internet etc. The SAP CRM server has various components like -

    • CRM Middleware
    • CRM Enterprise Functions
    • Communication with the help of the Internet and also other devices with the help of the adapters.

    SAP ECC or SAP R3 system is mainly used for the backend. For the reporting, SAP BI is used and in order to increase SAP CRM's capabilities, SAP SCM is used. The key components which are included in the SAP CRM are as follows -

    • SAP SCM
    • SAP ERM Server like for example, CRM Enterprise, Adapter and CRM Middle Ware
    • SAP ECC (backend system)
    • SAP BI (analytical reporting)
    • Enterprise Portal
    • Internet
    • Mobile devices

    35). Mention the components available in the software tool of SAP CRM.

    Ans) The following components can be used to work on in the SAP CRM -

    1. SAP CRM Sales
    2. SAP CRM Analytics
    3. SAP CRM Marketing
    4. SAP CRM Service
    5. SAP CRM Interaction Center IC
    6. SAP CRM Web Channel like for example CRM Mobile and E-Marketing etc
    7. SAP Hybrids

    36).Define the term 'Opportunity" in SAP CRM.

    Ans)The sales prospect and the sales volume are actually defined as an Opportunity. Requested product or service and also be defined as an Opportunity. Opportunity can also mean sales probability. The possibility of Sales of a product or service can be an opportunity and this can be the result of the sales deal or invitation of bidding etc.


    37).Define the Opportunity Management available in the SAP CRM.

    Ans) Opportunity Management is considered to be a very important part of the module of SAP CRM which allows the process of sales to be controlled by it. In the following scenarios, the Opportunity Management can be used in sales -

    1. When the cycle of sale process can work for a really long time in an organization.
    2. In an organization, Various sales representatives can work in.
    3. Distribution of various large-scale orders.

    38).Define the term Opportunity hierarchy. Where can it be used?

    Ans)Opportunity hierarchies which are complex in nature can be used when keeping track of the sales project splits into various other subprojects. In order to link these to the sales project, the opportunity hierarchy can be used. For connecting the sub-projects as well the sales projects together, different opportunities can be used to connect to each other.

    The following scenarios need the help of opportunities hierarchy -

    • For linking the opportunity and the sales project.
    • For linking sub opportunity with a product.
    • For connecting various sales project.

    39). Define the term Account Planning.

    Ans)Account Planning can be defined as a function which helps in allowing the management of the planned revenues, the contribution of the margin as well as the costs of it. All the cost of discounts by the organization is all managed with the help of Account Planning. This can be well integrated with the SAP ECC and the SAP BI which helps in increasing the data accuracy and the maintenance of the data.


    40).Mention the various partner function Available in the SAP CRM.

    Ans) Partner function refers to the organization and the people who do the business deals. This includes business transactions as well. The following information is included in the Partner Function -

    1. Sold to Party
    2. Bill to Party
    3. Sold to Party
    4. Payer

    41).Define Sales Quotation?

    Ans) For the ensuring the delivery of a particular product quantity within a particular time and at a particular price, Sales Quotation are used.


    42). What do you mean by SAP CRM Sales?

    Ans)SAP CRM Sales are those components which help the organization to manage the activities of sales of the organization. These activities include sales processing, the productivity of the sales team to be increased and also the increase of the revenue for the satisfaction of the customer. The management of the sales cycle is all managed with the help of this tool.


    43).Define the term Lead available in the SAP CRM. ?

    Ans) The sales process has various stages and the very first stage is known as Lead. It is mainly represented by a person who has shown great interest in buying a product. Various marketing lead generation processes like advertisements, trade fairs or direct marketing can help in generating a Lead.


    44).Mention the various categories of Lead. ?

    Ans) With the help of marketing department, Lead can be categorized as Cold, Hot and Warm. Sales department are said to be creating a great opportunity for a lead if that looks promising.


    45).Differentiate between Opportunity and Lead in SAP CRM.

    Ans)Lead is considered to be Opportunity's predecessor and that is how both are different from one another. Longer scales of project cycles and sales rep uses opportunities in order to control the project of sales and also is used to maximize the customer's chance to win and minimize the sales time.


    46).Mention the various standard transaction types for sales.

    Ans) The following are the different standard transaction types for sales -

    1. LEAD - lead
    2. Opt - Opportunity
    3. AG - Quotation
    4. TA - Tele Sales
    5. OPSM - Sales Methodology

    47).Mention the various types of Business Documents.

    Ans) The following are the different types of Business Documents -

    1. Synchronization Business Documents
    2. Messaging Business Documents
    3. Mobile Application Business Documents

    48).Mention the various kinds of Businesses Transactions.

    Ans)There are mainly two types of Business Transactions -

    1. Header: Information regarding the complete transaction are included in the header namely BP number, transaction status, and dates.
    2. Items: It includes the product of the business transaction and it also includes the status of the items.

    49). Define an Outline Agreement.

    Ans)The Online Agreement helps in the releasing the services and the products are an agreed condition which was previously discussed. The conditions such as terms of delivery and price are all defined as online agreements which are used for the customer retention.


    50).Define the function of action profile in SAP CRM.

    Ans) Action profiles are used to give outputs on certain given conditions and are considered to be PPF which is a Post Processing Framework.